Invoicing Customer Service IV Specialist

Kysor Warren Epta Us - Columbus, GA

Full-time - Mid Level

Columbus, GA

About the position

The Customer Service Specialist IV is responsible for leading a customer service team, focusing on resolving complex billing, technical, and contract issues. This role involves collaboration with the finance team to monitor performance metrics, managing customer communications regarding past-due invoices, and providing guidance to less experienced team members. The position also includes handling escalated inquiries, recommending process improvements, and contributing to hiring and performance evaluations.

Responsibilities

• Collaborate with the finance team to track and monitor performance metrics, ensuring goals are met.
• Call customers regarding past-due invoices, ensuring timely payments and addressing any issues.
• Lead the daily operations of the customer service team, providing guidance and support to less experienced staff.
• Investigate and resolve complex billing, technical, and contract-related customer issues, often requiring deviation from standard procedures.
• Handle escalated and unresolved calls from lower-level customer service representatives.
• Identify areas for improvement in customer service processes and recommend necessary changes.
• Assist in scheduling work, coordinating team activities, and ensuring efficient operations.
• Provide input into hiring decisions and performance appraisals, contributing to team development.
• Start or modify processes to improve efficiency and adapt to customer needs as required.

Requirements

• High school diploma or an equivalent combination of education and experience.
• Bachelor's degree or equivalent is preferred.
• 5+ years related experience.
• Excellent interpersonal and communication skills.
• Ability to oversee multiple tasks, stay organized, and focus on details.
• Advanced problem-solving skills may be required.
• Proficient in Microsoft Excel.
• SAP knowledge.