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 invoices in accordance with company 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 in a timely and accurate manner. 

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 when additional information is required. 

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

Collections & Payment Processing 

• Process customer payments and maintain accurate payment records. 

• Monitor outstanding balances and perform timely collections follow-up. 

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

• Escalate unresolved collection issues in accordance with company procedures.

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• Coordinate Return Material Authorization (RMA) requests. 

• Track warranty claim status through completion. 

• Maintain documentation 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 Care Support 

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

• Provide inbound phone coverage. 

• Assist with customer inquiries. 

• Route customer requests to the appropriate Case Manager. 

• Support overall Service Center performance by maintaining established service levels. 

Cross-Functional Collaboration 

Partner closely with: 

• Case Managers 

• Field Service Manager 

• Service Technicians 

• Accounting 

• Purchasing 

• Tier II Technical Support 

• Warranty Administrators 

• Manufacturers 

to ensure efficient case completion and financial accuracy. 

Documentation & Compliance 

• Maintain accurate billing records within company systems. 

• Ensure all customer interactions and billing activities are documented. 

• Protect confidential customer financial information. 

• Follow company policies regarding invoicing, collections, and financial controls. 

Continuous Improvement 

• Identify opportunities 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.