Customer Support Billing Specialist l

EquipmentShare • Columbia, MO

2d • Remote

About The Position

EquipmentShare is hiring a Customer Support Billing Specialist I to provide exceptional support to internal and external customers in a multichannel environment. The role works cross-functionally with Accounts Receivable, Collections, Rental Operations, and other teams on billing and payment processes and inquiries. The position is based at the company’s corporate headquarters in Columbia, Missouri, with remote work available for candidates who are not local to the area. Bilingual English/Spanish ability is required.

This customer-facing role responds to inquiries by phone, chat, and email, maintains customer billing information, processes payments, investigates billing discrepancies, and helps resolve invoice disputes. It also supports customer onboarding and training, provides guidance on payment platforms and rental invoicing, and coordinates inquiries with internal teams including branch staff, Territory Account Managers, Credit, Tax, and Accounts Payable. The specialist documents customer interactions, follows service standards and company policies, and provides second-level support to Rental Operations as needed.

Requirements

• Bilingual ability in English and Spanish.
• 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 in written and verbal communications.
• Passion for helping others and willingness to provide exceptional customer service and a positive customer experience.
• Strong organizational skills and attention to detail and accuracy.
• Ability to multitask and use various programs and applications while providing timely customer service.
• Excellent verbal and written communication skills.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to acquire new skills proficiently.
• Willingness to accept responsibility for actions and learn from mistakes.
• Flexibility and ability to adapt positively to change.
• Ability to work quickly and think logically, especially under pressure.
• Ability to reason with difficult or upset customers courteously and professionally.
• Self-starter with strong motivation and a positive work ethic.
• Professional, enthusiastic, and friendly demeanor.
• Excellent phone handling, negotiating, and active listening skills.
• High school diploma.
• At least one year of customer service experience.

Nice To Haves

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

Responsibilities

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Provide excellent customer service by answering billing and payment inquiries and making appropriate referrals.
• Respond to customer inquiries by telephone, chat, and email accurately, promptly, and professionally within established service standards.
• Show empathy toward customers, understand their concerns, and offer reassurance while assisting them.
• Complete Voice of Customer reports to capture customer concerns.
• Establish and maintain professional working relationships with internal and external customers and coworkers.
• Manage time to meet productivity levels and turnaround times within established service standards.
• Maintain knowledge of EquipmentShare products, service offerings, core systems, subsidiaries, payment requirements, and designated contacts.
• Perform administrative functions in core systems and customer platforms, including setting up users and profiles, sending password resets, and maintaining customer billing configurations and access rights.
• Issue customer credit notes, invoices, and statement copies upon request.
• Document customer interactions accurately and promptly in ES Admin.
• Develop billing and payment systems knowledge and explain basic accounting and billing practices clearly to customers and coworkers.
• Use knowledge of bank accounts and remittance addresses to provide accurate information and direct inquiries appropriately.
• Troubleshoot and reconcile billing and payment information to identify and resolve discrepancies.
• Generate customized customer reports and statements beyond those automatically produced by Admin or T3 systems.
• Process customer credit card and ACH payments in ES Admin, SlimCD, or Stripe, maintaining accuracy, data integrity, and compliance with payment industry guidelines.
• Partner with Accounts Receivable to create credit request documents and apply them as requested by customers.
• Engage with new customers during onboarding to explain self-service options, billing and payment features, rental agreements and contracts, and insurance requirements.
• Explain rental and invoicing procedures, including the rental lifecycle, invoice generation, billing cycles, and invoice classifications.
• Maintain the Help-Billing support channel, resolving requests where feasible or collaborating with relevant teams to secure a resolution.
• Understand and support inquiries about invoice types, including Cycle, Final, Service, Retail, Lost/Stolen/Damage, Telematics, and Warranty invoices.
• Provide customer support and training on electronic bill payment systems, including T3 and the Direct Pay Portal.
• Investigate invoice disputes using available platform resources, communicate customer concerns to branch and sales teams, coordinate resolutions, follow up with 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.
• Manage and route inquiries regarding liens and waivers, including Notice to Owner inquiries and certified correspondence such as Preliminary Notices of Lien Rights and Notices of Furnishing.
• Collaborate with Territory Account Managers on project closure documentation and reconciliation of orders, invoices, and payments for large customer accounts.
• Coordinate communication among branch teams, Territory Account Managers, and customers to address disputes, balance inquiries, and payment updates supporting collections activities.
• Coordinate with the Credit team and Territory Account Managers on credit application inquiries, billing terms and modifications, and account name change requests.
• Facilitate and route credit reference inquiries and requests.
• Liaise between internal and external clients and the Tax department on tax exemption certificates, tax rate inquiries, and discrepancies.
• Facilitate and route Accounts Payable inquiries and invoice submissions.
• Use appropriate resources to complete work efficiently and within established service standards.
• Comply with departmental and corporate policies, procedures, and applicable state and federal laws and requirements.
• Develop construction industry, technical, and functional knowledge by participating in learning and growth opportunities.
• Work collaboratively with coworkers to achieve departmental and company goals and standards.
• Provide second-level support to the Rental Operations team as necessary.
• Perform other duties and responsibilities as assigned.

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.
• 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