The Customer Billing Representative interacts with customers to ensure delivery of excellent service through fast and accurate response to inquiries, communication, and coordinating with other departments to resolve post-delivery billing related issues. This position will act as the single point of contact for the customer related to billing related questions or issues for their assigned Broker team’s dispute resolution, freight claims, delinquent invoices, and will be responsible for proactively educating customers while solving these matters. The Representative handles a high volume of incoming calls and contacts a variety of stakeholders from carriers to internal/external customers to determine and offer possible solutions to issues within Company established guidelines. The Customer Billing Representative is required to follow-up with all parties until the issue(s) is resolved, documents the issues including resolution and may escalate accounts to other departments or management for further review. The Representative communicates with customers through a variety of means: by telephone, e-mail, regular mail correspondence, or fax.
Receiving and placing telephone calls and emails to contact businesses with any and all manner of post-delivery service issues for accounts assigned in their portfolio (varying degrees of complexity and difficulty). Researches and files disputes and claims on behalf of customers; including documenting research, follow up, documentation and resolution. Arranges for debt repayment or establishes repayment schedules, based on customers' financial situations. If customers have stopped payment because they are dissatisfied with the services rendered, credit collectors usually refer them to the Broker or their Supervisor. If the debtors' complaints are not valid, Reps then influence the customer to understand the validity of the bill, and arrange payment. The Reps is held accountable to meeting daily and monthly performance metric requirements which include various accounts contacted and performance metrics. Performs data entry and uses software programs. Will regularly apply research skills to trouble shoot customer problems.
Broker Service and Training:
Act as a liaison and provide support to their assigned Broker team (as well as all Brokers as needed) with the expectation of maintaining solid internal and external customer relationships by handling all questions and concerns with speed and professionalism. Provide answers to questions related to specific past due accounts, impact to credit limits or ability to book further shipments. The Rep also proactively coaches/educates Brokers on shipment booking opportunities as identified.
Prepares documentation for account inactivation requests, account retention reviews and final demands. Gathers and prepares freight claims including filing with carriers; including process check request forms and customer release forms to ensure proper recording of freight claim payments. In more extreme cases, may initiate write-off proceedings. Contact with specific types of accounts will be coordinated through the Broker who booked the shipment.
Processes customer payments through various methods including credit card payments, ACH payments, and check by phone/fax.
High School Diploma or equivalent is required. College level courses in Accounting preferred
1 year of customer service experience.
Time management skills
Excellent organizational skills
Attention to detail
Analytical, problem solving ability
Computer skills - Prefer Microsoft Office experience
Solid communication skills, both verbal and written
Ability to multi-task
Ability to use computer and phone continuously for 6 to 8 hours per day.
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