As a Lead you will work directly with the team Supervisor to ensure successful performance and proficiency of the Advantage Billing team. You will foster and maintain a positive and engaging team environment while meeting performance targets and goals. The Billing Operations team is responsible for ensuring that all Advantage contracts billing accurately and timely, and so as a lead, you will help ensure that weekly and monthly tasks are completed, help them navigate through difficult production issues, all while performing regular department tasks. You will also ensure that any contract financial/invoice transactions are calculated and handled accurately and timely. As the Lead, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. The Lead will be responsible for assisting in day-to-day operation of the Advantage Team while ensuring work produced meets product/service standards and exceeds quality standards.
Duties & Responsibilities
Create an inspiring team environment with an open communication culture
Support the team and oversee the day-to-day completion of billing and payment jobs and processes
Accountable for completion of month-end activities
Lead consolidation of reports from various databases to produce, validate, and load customer origination data into billing and financial systems
Liaison with key vendors to enforce service level agreements while establishing partnerships
Generate reports to monitor billing functions/jobs and performance to ensure KPIs are being achieved
Interpret billing and payments reporting to identify deficiencies in the process and GL imbalances and develop/implement controls and procedures
Handles issues independently but can work with team members and co-leads within various business groups to resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating issues to management
Understand and maintains a solid understanding of the Advantage program and all the encompassing processes, including the monthly Billing and Payment process for Residential and Commercial Customers, letter and mailing processes, and billing production processes and partners.
Foster and develop the capability to be a ‘Super User’ for internal systems while cultivating a position as a Subject Matter Expert within the billing team
Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence
Identify process gaps and issues and recommend efficient and automated solutions
Reliable attendance and on-time job performance and willingness to support co-leads or management with any additional tasks and assignments as needed
Support projects and implementation of new products, processes, or systems
Other duties as assigned
Qualifications
Post- Secondary Education in Business, Operations, and Finance (finance or accounting degree is not required but preferred)
Minimum 3 years of experience in a business environment
Minimum 1 year experience working in a team lead capacity
Minimum 2 years experience working experience in a billing department (generating and managing bill run process, working with print house vendors, and online billing platform vendors)
Must have intermediate to working knowledge and practice of Microsoft Excel, Powerpoint, Outlook, and Teams
Must have working knowledge of billing and payment platforms
Must have knowledge of billing best practices and regulations
Knowledge of accounting principles is preferred but not required
Must have excellent written and verbal communication skills
Ability to understand financial impacts and back-end banking environments
Strong desire to understand operations and root causes of issues
Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives
Must have a passion to lead and help people achieve their goals
Must be attentive, capable of making critical and customer centric decisions, and have excellent attention to detail
Must be organized, able to follow through on tasks, and meet deadlines and targets
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com
