Billing Specialist -- Service Department

Service Billing & Financial Closeout

• Receive completed service cases from Case Managers following technical resolution.

• Review work orders, technician documentation, labor, materials, and supporting records for completeness and billing accuracy.

• Process customer invoicesin accordance withcompany policies and pricing guidelines.

• Coordinate warranty billing, manufacturer reimbursements, insurance claims, and other applicable billing processes.

• Verify customer billing information and resolve discrepancies prior to invoicing.

• Ensure service cases are financially closed ina timelyandaccuratemanner.

Customer Billing Support

• Serve as the primary point of contact for customer billing questions related to completed service work.

• Explain invoices, warranty coverage, service charges, and payment options in a professional and customer-focused manner.

• Resolve billing concerns while partnering with Case Managers, Field Service, and Accounting whenadditionalinformation is required.

• Maintain positive customer relationships throughout the billing and payment process.

Collections & Payment Processing

• Process customer payments andmaintainaccuratepayment records.

• Monitor outstanding balances and performtimelycollectionsfollow-up.

• Coordinate payment plans or other approved payment arrangements when applicable.

• Escalate unresolved collection issuesin accordance withcompany procedures.

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• Coordinate Return Material Authorization (RMA) requests.

• Track warranty claim status through completion.

• Maintaindocumentation supporting warranty eligibility and reimbursements.

• Partner with Purchasing and Field Service to ensure replacement materials are properly tracked.

Case Closure

• Review service documentation to ensure all required information has been received before closing cases.

• Confirm billing handoff requirements have been satisfied, including:

• Completed work orders

• Technician documentation

• Customer communications

• Service dates

• Billing requirements

• Supporting documentation

• Close completed service cases within established service level expectations.

Customer CareSupport

During periods of increased call volume or staffing shortages, the Billing Specialist will:

• Provide inbound phone coverage.

• Assistwith customer inquiries.

• Route customer requests to theappropriate CaseManager.

• Support overall Service Center performance bymaintainingestablished service levels.

Cross-Functional Collaboration

Partner closely with:

• Case Managers

• Field Service Manager

• Service Technicians

• Accounting

• Purchasing

• Tier II Technical Support

• Warranty Administrators

• Manufacturers

toensure efficient case completion and financial accuracy.

Documentation & Compliance

• Maintainaccuratebilling records within company systems.

• Ensure all customer interactions and billing activities are documented.

• Protect confidential customer financial information.

• Follow company policiesregardinginvoicing, collections, and financial controls.

Continuous Improvement

• Identifyopportunities to improve billing workflows and reduce service closeout time.

• Recommend process improvements that reduce billing errors and improve customer satisfaction.

• Participate in Service Center meetings, training, and continuous improvement initiatives.