This position is responsible for providing customer service functions in handling billing inquiries accordance to department deadlines with accuracy for both verbal and written requests. Requests are received from ADT customers and internal ADT support areas (i.e. National Accounts, ASCs, Field Offices). In addition, this position is responsible for processing customer account cancellations.
Duties and Responsibilities:
1. Receive, sort, and process incoming written and electronic billing adjustment inquiries. Contact internal and external customer for clarification of billing adjustment inquiries. This may involve receiving and placing phone calls to ADT customers and ADT support areas. Team member has authority process up to a $10,000 adjustment without management approval. As a team, resposible for the processing a monthly average of $1 million - $2 million in adjustments.
2. Audit and process service billing for ADT Subcontractors according to define procedures and policy/rates. Timely and accurrate processing must be maintained to ensure proper payment to Subcontractor and billing to ADT customer. Contact internal and external customers for clarification of refund inquiries.
Audit and process escalation reversals, customer account cancellations, and exception processing according to procedures and established turnaround time. Establish system request for cancellation based on customer information provided. Process escalation reversals related to customer's annual billing. Handle exception processing related to removing customer monitoring services via Mastermind. Ensure all ADT policies are enforced. As a team, the average monthly processing volume is approxametly 54,000 items.
Other duties as assigned.
Education: High School Diploma or equivalent.
Associates degree preferred.
Must have Shared Account Services Experience
One to Two years of experience in Data entry, Accounts Receivable, Accounts Payable or Billing.
One to Two years of Customer Service experience.
One to Two years experience in the following systems: MASTERMIND, CARMS, ADMIN, or INFORMIX preferred.
10-key by touch with minimum 8,000 keystrokes with low error rate.
Ability to type 35 wpm.
Previous computer application experience in basic Windows environment.
ADT Security Services, Inc. is an Equal Opportunity Employer e/o/e/ m/f/d/v
Jul 26, 2012
Tyco - 16 months ago
We have a passion to protect what matters most.
We are the world’s largest fire and security company, and we are providing vital...