Customer Support Billing Specialist l

The posting, as EquipmentShare wrote it

Build the Future with Us — EquipmentShare is Hiring a Customer Support Billing Specialist I

At EquipmentShare, we’re not just filling a role — we’re assembling the best team on the planet to build something that’s never been built before . We’re on a mission to transform an industry that’s been stuck in the past by empowering contractors and communities through innovative technology, real-time support, and a team that truly cares.

We’re hiring a Customer Support Billing Specialist I - Bilingual in English/Spanish is required, at our Corporate Headquarters in Columbia, MO, we are open to remote if you are not local to the Columbia MO area. W e’re looking for someone who’s ready to grow with us, bring energy and drive to their work, and help us build the future of construction.

The primary responsibility of the Customer Support Billing Specialist I is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Work cross-functionally with Accounts Receivable, Collections, and Rental Operations in servicing internal and external customers as it relates to billing and payment processes and inquiries. Establish and maintain excellent working relationships with rental markets and help facilitate support requests throughout EquipmentShare. As a primary customer-facing role, the ability to provide professional, exceptional, timely and accurate service to internal and external customers is critical to the success of this position.

Primary Responsibilities

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Provide excellent customer service for EquipmentShare customers with clear answers to billing and payment inquiries and appropriate referrals as needed.
• Respond to customer inquiries via telephone, chat, and email in an accurate, timely, and professional manner and within established quality and service standards.
• Show empathy towards customers, understanding their concerns, and offering them reassurance while providing assistance.
• Complete Voice of Customer (VOC) reports to capture customer concerns.
• Establish and maintain professional working relationships with internal and external customers and co-workers.
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Establish and maintain adequate knowledge of EquipmentShare products, service offerings, and core systems, and respond effectively and efficiently to customer and co-worker inquiries.
• Establish and maintain an understanding of all EquipmentShare subsidiaries, guaranteeing current knowledge of their payment stipulations and designated points of contact.
• Perform administrative functions within core systems across all customer platforms (phone, email, and Intercom), including but not limited to:
• Setting up new users and profiles in ES Admin, including sending T3 Customer password re-s

[…]
zational skills with attention to detail and accuracy.

• Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers.
• Excellent verbal and written communication skills.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive
• Ability to acquire new skills in a proficient manner.
• Accept responsibility for actions when necessary and learn from mistakes.
• Ability to be flexible - adapt to change in a positive manner.
• Ability to work quickly and think logically, especially under pressure.
• Ability to reason with difficult and/or upset customers in a courteous and professional manner.
• Self-starter and highly motivated with a strong, positive work ethic that contributes to the success of the department and company as a whole.
• Must possess a professional yet enthusiastic and friendly demeanor.
• Excellent phone handling, negotiating and active listening skills.

Education and Experience

• High school diploma required, College degree desired.
• At least one year experience in a customer service role, preferably in a contact center or multi-channel communication environment.

Physical Requirements

• Must be able to lift 20 lbs
• Must be able to sit for prolonged periods at a desk and work on a computer.

A Workplace For All

At EquipmentShare, we believe the best solutions come from a team that reflects the world around us. Our initiative — A Workplace For All — is rooted in the belief that we must work together to solve some of the toughest problems in construction. That means attracting, developing, and retaining great people from all walks of life.

We value different backgrounds, talents, and perspectives. We want you to feel like you belong here — because you do.

EquipmentShare is an EOE M/F/D/V.

Employment is contingent on passing a background check. Additionally, some roles require passing a drug test, depending on the job responsibilities.