POSITION SUMMARY

This specialist will assist customers with billing concerns or discrepancies, review past due accounts and collect past due balances, work with customers to develop payment plans as needed. This position will also process bi-monthly runs, apply and maintain exemptions, monitor payment arrangements, and process equipment returns.

REPORTS TO

• Business Analyst

SUPERVISES

• No direct reports
• May lead, train, or participate in work team assignments.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Receive all billing-related calls and work with customers to resolve concerns or discrepancies.
2. Enter and update customer payment information.
3. Review past due accounts and reach out to customers in order to collect past due balances, working with them to develop payment plans when applicable.
4. Complete billing audits periodically to ensure billing and collections information is correct and up-to-date.
5. Process requests for refunds.
6. Review and apply customer tax exemption status.
7. Act as an escalation point for customer account and billing discrepancies.
8. Process bi-monthly invoice run and non-pay and disconnect runs.
9. Maintain yearly exemptions.
10. Process E-Rate SPI submissions
11. Monitor payment arrangements.
12. Process equipment returns for billing.
13. Review completed orders for accuracy.
14. Process manual invoices into the billing system.
15. Process review trouble tickets for billable charges.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent verbal/written communication skills
• Excellent listening and customer service skills
• Ability to maintain a professional demeanor
• Ability to evaluate situations and adjust to changing priorities
• Organized and able to provide and maintain detailed documentation
• Knowledge of federal, state and local laws and regulations related to billing and collections.

QUALIFICATIONS

• 2 years’ experience in billing and collections.
• 2 years’ experience in a customer service setting.
• Candidate must be willing to reside near or commute to a Joink office (Currently within Illinois: Taylorville, Hillsboro; Indiana: Terre Haute)
• Candidates which have the following will have priority:
  • Associates’ degree in related field.

WORKING ENVIRONMENT

• 40 hours per week
• Office Environment
• Occasional overtime as needed
• Less than 10% overnight travel

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to spend long hours using a computer/keyboard and/or phone. May involve prolonged periods of sitting, standing, or walking.

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT

Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability status, sexual orientation, gender identity, marital status, pregnancy, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.