Customer Support Billing Specialist l

EquipmentShare • Columbia, MO

1d • Remote

About The Position

EquipmentShare is hiring a bilingual English/Spanish Customer Support Billing Specialist I for its corporate headquarters in Columbia, Missouri, with remote work available for candidates who are not local to the area. The role provides customer support for billing and payment matters across telephone, chat, and email, serving both internal and external customers. The specialist works cross-functionally with Accounts Receivable, Collections, Rental Operations, branches, sales teams, Territory Account Managers, the credit team, and the tax department to address inquiries, resolve disputes, and support payment and billing processes.

This primary customer-facing position requires professional, timely, accurate, and empathetic service. The specialist maintains customer account and billing information in company systems, processes payments, supports customer onboarding and training, and helps customers and coworkers understand EquipmentShare’s billing, invoicing, payment, and rental procedures. The role also handles invoice disputes, payment and account inquiries, and requests that need to be routed to other teams, while documenting interactions and meeting established quality, productivity, and service standards.

The position requires a high school diploma and at least one year of customer service experience. A college degree is desired. Candidates should be bilingual in English and Spanish, have strong communication and organizational skills, and be comfortable handling multiple applications and customer requests. The role requires prolonged desk and computer work and the ability to lift 20 pounds.

Requirements

• Bilingual English/Spanish language ability is required.
• High school diploma required.
• At least one year of customer service experience; contact center or multichannel communication experience is preferred.
• Ability to read and comprehend basic and complex written or verbal communications.
• Ability to communicate effectively in English, using correct grammar, punctuation, spelling, and sentence structure.
• Strong verbal and written communication skills.
• Passion for helping others and commitment to exceptional customer service.
• Strong organizational skills and attention to detail and accuracy.
• Ability to multitask and work across multiple programs and applications while providing timely service.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to learn new skills proficiently, accept responsibility, and learn from mistakes.
• Flexibility and a positive approach to change and continuous improvement.
• Ability to work quickly and think logically under pressure.
• Ability to handle difficult or upset customers courteously and professionally.
• Self-motivated, with a strong and positive work ethic and a professional, enthusiastic, and friendly demeanor.
• Excellent phone handling, negotiating, and active listening skills.
• Ability to lift 20 pounds.
• Ability to sit for prolonged periods at a desk and work on a computer.
• Employment is contingent on passing a background check; some roles require passing a drug test depending on job responsibilities.

Nice To Haves

• College degree desired.
• Customer service experience in a contact center or multichannel communication environment is preferred.

Responsibilities

• Provide clear, professional, timely, and empathetic customer service for billing and payment inquiries across telephone, chat, and email.
• Complete Voice of Customer reports and accurately document customer interactions in ES Admin.
• Maintain knowledge of EquipmentShare products, services, systems, subsidiaries, payment stipulations, and designated contacts.
• Perform administrative tasks in company platforms, including creating user profiles, resetting passwords, and maintaining billing configurations, access rights, billing contacts, electronic billing preferences, receipt requests, and rental billing cycle parameters.
• Provide customers with credit notes, invoices, and statement copies upon request.
• Explain basic accounting, billing, payment, rental, and invoicing practices to customers and coworkers; understand invoice types and billing cycles throughout the rental lifecycle.
• Verify and reconcile billing and payment information, troubleshoot discrepancies, generate customized reports and statements, and use platform resources to investigate invoice disputes.
• Process customer credit card and ACH payments in ES Admin, SlimCD, or Stripe while maintaining accuracy, data integrity, and compliance with applicable payment industry guidelines.
• Partner with Accounts Receivable on credit request documents and their application when requested by customers.
• Support new-customer onboarding by explaining self-service options, billing and payment features, rental agreements and contracts, and insurance requirements.
• Maintain the Help-Billing support channel, resolve requests when possible, and coordinate with relevant teams when additional support is needed.
• Train and support customers in using T3 and the Direct Pay Portal for electronic bill payment.
• Communicate customer grievances to branch and sales teams, coordinate dispute resolutions, communicate outcomes and follow-ups to customers, issue credits when appropriate, and close disputes in the system.
• Work with customers, Territory Account Managers, and branch personnel to resolve purchase order inquiries and discrepancies affecting invoice processing and payment.
• Handle or route inquiries regarding liens, waivers, Notices to Owner, Preliminary Notices of Lien Rights, Notices of Furnishing, and other certified client correspondence.
• Work with Territory Account Managers on project closure documentation for large customer accounts, including reconciliation of orders, invoices, and payments.
• Support collections activity by coordinating communications between branches, Territory Account Managers, and customers about disputes, balances, and payment updates.
• Coordinate with the credit team and Territory Account Managers on credit application inquiries, billing terms and modification requests, and account-name changes; route credit reference inquiries appropriately.
• Liaise with internal and external clients and the tax department regarding tax exemption certificates, tax rates, and discrepancies.
• Route Accounts Payable inquiries and invoice submissions appropriately.
• Use resources efficiently, comply with departmental and corporate policies and applicable laws, participate in learning and growth opportunities, and work collaboratively toward company goals.
• Provide second-level support to the Rental Operations team as needed and perform other assigned duties.

Benefits

• Competitive compensation.
• Full medical, dental, and vision coverage for full-time employees.
• Generous paid time off and paid holidays.
• 401(k) with company match.
• Gym membership stipend and wellness programs, with opportunities to earn PTO and prizes.
• Company events and food truck nights.
• 16 hours of paid volunteer time per year.
• Career advancement, leadership training, and professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED