Build the Future with Us — EquipmentShare is Hiring a Customer Support Billing Specialist I

At EquipmentShare, we’re not just filling a role — we’re assembling the best team on the planet to build something that’s never been built before. We’re on a mission to transform an industry that’s been stuck in the past by empowering contractors and communities through innovative technology, real-time support, and a team that truly cares.

We’re hiring a Customer Support Billing Specialist I - Bilingual in English/Spanish is required, at our Corporate Headquarters in Columbia, MO, we are open to remote if you are not local to the Columbia MO area. We’re looking for someone who’s ready to grow with us, bring energy and drive to their work, and help us build the future of construction. 

The primary responsibility of the Customer Support Billing Specialist I is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Work cross-functionally with Accounts Receivable, Collections, and Rental Operations in servicing internal and external customers as it relates to billing and payment processes and inquiries. Establish and maintain excellent working relationships with rental markets and help facilitate support requests throughout EquipmentShare. As a primary customer-facing role, the ability to provide professional, exceptional, timely and accurate service to internal and external customers is critical to the success of this position.

Primary Responsibilities

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Provide excellent customer service for EquipmentShare customers with clear answers to billing and payment inquiries and appropriate referrals as needed.
• Respond to customer inquiries via telephone, chat, and email in an accurate, timely, and professional manner and within established quality and service standards.
• Show empathy towards customers, understanding their concerns, and offering them reassurance while providing assistance. 
• Complete Voice of Customer (VOC) reports to capture customer concerns.
• Establish and maintain professional working relationships with internal and external customers and co-workers. 
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Establish and maintain adequate knowledge of EquipmentShare products, service offerings, and core systems, and respond effectively and efficiently to customer and co-worker inquiries.
• Establish and maintain an understanding of all EquipmentShare subsidiaries, guaranteeing current knowledge of their payment stipulations and designated points of contact.
• Perform administrative functions within core systems across all customer platforms (phone, email, and Intercom), including but not limited to: 
• Setting up new users and profiles in ES Admin, including sending T3 Customer password re-sets.
• Update and accurately maintain customer account billing configurations, including user access rights, billing contact information, electronic billing preferences, customer billing receipt requests, and rental billing cycle parameters.
• Issue customer credit notes, invoices, and statement copies upon customer request.
• Ensure customer interactions are documented accurately and promptly for reference in ES Admin.
• Develop and maintain billing and payment systems knowledge and exhibit the ability to comprehend and communicate basic accounting and billing system practices in a manner that is easily understood by internal and external customers.
• Possess sufficient expertise regarding the various bank accounts to accurately provide and verify information to both internal and external clientele.
• Maintain familiarity with multiple remittance addresses and demonstrate the ability to appropriately direct customer inquiries.
• Ability to troubleshoot, comprehend, and fully reconcile billing and payment information to identify and resolve discrepancies.
• Proficiency in generating customized customer reports and statements beyond those automatically produced by Admin or T3 systems.
• Process customer credit card and ACH payments in the appropriate system (ES Admin, S