US Backoffice Support (Billing)

GENERAL RESPONSIBILITIES:

The Billing Representative serves as a senior subject matter expert within the Contracts Billing Team. This role is responsible for managing highly complex billing scenarios, resolving escalated customer and internal issues, and ensuring adherence to contractual, financial, and operational standards.

Operating with minimal supervision, the Billing Representative provides functional guidance to Billing Representatives I and II, partners closely with supervisors and managers, and plays a key role in process optimization, escalation resolution, and continuous improvement initiatives.

Key responsibilities include:

• Advanced Customer Interaction: Manage escalated customer inquiries related to billing, contracts, and technical issues, ensuring resolution and customer satisfaction that cannot be resolved at the Rep II level.
• Complex Billing Management: Process and validate high-value or multi-location accounts, ensuring compliance with contractual terms and client requirements.
• System Updates & Data Integrity: Oversee updates in CSA’s custom operating system, ensuring accuracy of customer contact information, meter types, and billing details.
• Technical Troubleshooting: Assist customers in reestablishing Imageware Remote (IWR) communication through advanced troubleshooting and guide them on CSA Customer website registration for meter entry.
• Contract & PO Management: Handle complex contract updates, including expiring purchase orders, amendments, and portal registrations for enterprise-level clients.
• Process Improvement: Identify gaps in billing and contracts processes. Recommending improvements to enhance efficiency and accuracy.
• Mentorship: Provide training and support to Billing Representatives I and II, sharing best practices and technical knowledge.

And, as expected of every employee of Canon Business Process Services Philippines, Inc. (CBPSP), the Billing Representative I is expected to:

• Maintain or exceed CBPS’ quality standards for all assigned tasks.
• Demonstrate commitment and enthusiasm to exceed client expectations.
• Conduct behavior in a professional manner, consistent with normal business practices.
• Protect the confidentiality, integrity and availability of sensitive information, in line with the Information Security policy of the organization.
• Adhere to all CBPS’ policies and procedures.

MINIMUM QUALIFICATIONS:

• Minimum 3–4 years of experience in billing, customer service, or technical support roles.
• Prior experience handling complex accounts and escalations
• ERP and CRM experience required; advanced knowledge preferred.
• Can work in a nightshift schedule and onsite
• ERP experience is preferred
• Strong communication and listening skills
• Proficient in MS Office applications, especially Excel (pivot tables, VLOOKUP, data analysis).
• Strong knowledge of ERP systems and customer portals.
• Ability to understand technical processes and pass along the knowledge to the customer
• Ability to complete a high volume of data entry with robust problem-solving skills if necessary
• Ability to manage several tasks/functions simultaneously