• Resolution Specialist

    Posted Date 1 month ago(12/19/2018 3:10 PM)
    Job Locations
    US-OH-North Canton
    Category
    Corporate
  • Overview

    ABOUT AWP

    Based in Northeast Ohio, Area Wide Protective (AWP), is a rapidly growing national safety services provider committed to protecting our customers’ people, business, and time. AWP is America’s Traffic Control Leader, representing nearly every major public utility: electric, gas and telecommunications.

    Area Wide Protective has been the leading provider and innovator of traffic control solutions since our inception in 1993. Our main goal is to improve processes by continually establishing best practices for productivity and cost effectiveness. Driving added value to our customers through the talented execution of our employees and the pursuit to provide extraordinary service for our customers is what has built our company and its national reputation for integrity.

    AWP CORE VALUES

    Customer Focused – Deliver on our commitments each and every time

    Focused on Growth – Promote and encourage creative solutions

    We Value our Employees – Develop our skills to excel at everything we do

    Commitment to Safety and Quality – Have a passion for excellence

    Sense of Urgency – Demonstrate enormous energy and the ability to motivate others

     

    POSITION SUMMARY

    The Resolution Specialist will be responsible for delivering excellence in service and contributing to the mission of protecting our customers’ people, business, and time. This role will work directly with the billing and collections department to coordinate billing dispute resolution, and administer communications regarding billing issues. The Resolution Specialist is responsible for collaboration across all levels to achieve departmental and organizational goals.

    Responsibilities

    RESPONSIBILITIES

    • Resolve complex issues related to accounts and transactions that involve discrepancies and require resolution
    • Perform research for all complaints and recommend required action for same and assist management to resolve all issues efficiently
    • Maintain records of all received letters from borrowers to facilitate consumer collection and evaluate same to settle all disputes and perform research on various issues and recommend corrective actions
    • Resolve all borrower issues within a timely manner and provide all required documents for resolution
    • Monitor all order associate issues and recommend resolution for all call center representatives and perform research on all customer billing issues and facilitate all payments
    • Prepare all reports for resolutions provided and maintain records of all status and develop and maintain professional relationships with all customers
    • Review billing information to identify discrepancies
    • Act as a resource for other departments including: credit, collections, customer service, operations
    • Assist with training and support on billing issues
    • Communicate and follow up effectively with the billing department regarding customer accounts in a timely manner
    • Establish and maintain effective and cooperative working relationships with customers and employees at all levels

    Other duties and/or special projects as assigned

    Qualifications

    QUALIFICATIONS/EDUCATION

    • High school diploma or GED
    • 3-5 years AR/Billing experience preferred
    • Strong customer service skills
    • Basic knowledge of accounting principles and terminology; strong math skills
    • Excellent verbal and written communication
    • Organized with an intense focus on accuracy and attention to detail
    • Problem-solving skills and critical thinking skills
    • Proficient with Microsoft Office Suite Products (Excel, Word)
    • Experience with Microsoft Great Plains and Salesforce software preferred

    WORK ENVIRONMENT AND PHYSICAL DEMANDS

    Employee must be able to successfully handle the physical demands of this position, which include the following:

    • Hours of operation are typically M-F, 8 a.m.- 5 p.m.
    • 40-hour work week
    • Primarily sedentary or working at a desk
    • Occasionally lift and move 10 -25 pounds
    • While performing duties of this job, the employee is regularly required to talk or hear
    • Proficient literacy
    • The employee frequently is required to stand, walk, or reach with hands and arms

    Area Wide Protective (AWP) is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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