Billing Specialist -- Service Department

Comcast•Laurel, MD

4d•$20 - $30•Onsite

About The Position

The Billing Specialist is responsible for completing the financial closeout of residential solar and battery service cases after technical resolution has been achieved. Working closely with Case Managers, Field Service, Accounting, and customers, this role ensures service work is accurately billed, payments are collected, warranty claims are processed, and service cases are closed in a timely manner. In addition to billing responsibilities, the Billing Specialist provides operational support to the Service Center by assisting with inbound customer calls during periods of high call volume, staffing shortages, or scheduled coaching activities. This role plays a critical part in maintaining service levels while ensuring a seamless customer experience from service completion through financial closeout. The Billing Specialist supports the company's Operating Priorities of Safety, Quality, Customer Experience, Speed, and Efficiency by ensuring every service case is completed accurately, professionally, and without unnecessary delays.

Requirements

2-5 Years Relevant Work Experience
Communication
Customer Experience (CX)
Customer Service
Service Levels

Responsibilities

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.
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.
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.
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.
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.
Provide inbound phone coverage during periods of increased call volume or staffing shortages.
Assist with customer inquiries during periods of increased call volume or staffing shortages.
Route customer requests to the appropriate Case Manager during periods of increased call volume or staffing shortages.
Support overall Service Center performance by maintaining established service levels.
Partner closely with Case Managers, Field Service Manager, Service Technicians, Accounting, Purchasing, Tier II Technical Support, Warranty Administrators, and Manufacturers to ensure efficient case completion and financial accuracy.
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.
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.