Billing Specialist - Service Department

Job Summary

Job Description

*** Role in in office daily in Laurel, MD***
Responsibilities:


 

Service Billing & Financial Closeout 

• Receive completed service cases from Case Managers following technical resolution. 

• Review work orders, technician documentation, labor, materials, and supporting records for completeness and billing accuracy. 

• Process customer invoices in accordance with company policies and pricing guidelines. 

• Coordinate warranty billing, manufacturer reimbursements, insurance claims, and other applicable billing processes. 

• Verify customer billing information and resolve discrepancies prior to invoicing. 

• Ensure service cases are financially closed in a timely and accurate manner. 

Customer Billing Support 

• Serve as the primary point of contact for customer billing questions related to completed service work. 

• Explain invoices, warranty coverage, service charges, and payment options in a professional and customer-focused manner. 

• Resolve billing concerns while partnering with Case Managers, Field Service, and Accounting when additional information is required. 

• Maintain positive customer relationships throughout the billing and payment process. 

Collections & Payment Processing 

• Process customer payments and maintain accurate payment records. 

• Monitor outstanding balances and perform timely collections follow-up. 

• Coordinate payment plans or other approved payment arrangements when applicable. 

• Escalate unresolved collection issues in accordance with company procedures.

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• Coordinate Return Material Authorization (RMA) requests. 

• Track warranty claim status through completion. 

• Maintain documentation supporting warranty eligibility and reimbursements. 

• Partner with Purchasing and Field Service to ensure replacement materials are properly tracked. 

Case Closure 

• Review service documentation to ensure all required information has been received before closing cases. 

• Confirm billing handoff requirements have been satisfied, including: 

• Completed work orders 

• Technician documentation 

• Customer communications 

• Service dates 

• Billing requirements 

• Supporting documentation 

• Close completed service cases within established service level expectations. 

Customer Care Support 

During periods of increased call volume or staffing shortages, the Billing Specialist will: 

• Provide inbound phone coverage. 

• Assist with customer inquiries. 

• Route customer requests to the appropriate Case Manager. 

• Support overall Service Center performance by maintaining established service levels. 

Cross-Functional Collaboration 

Partner closely with: 

• Case Managers 

• Field Service Manager 

• Service Technicians 

• Accounting 

• Purchasing 

• Tier II Technical Support 

• Warranty Administrators 

• Manufacturers 

to ensure efficient case completion and financial accuracy. 

Documentation & Compliance 

• Maintain accurate billing records within company systems. 

• Ensure all customer interactions and billing activities are documented. 

• Protect confidential customer financial information. 

• Follow company policies regarding invoicing, collections, and financial controls. 

Continuous Improvement 

• Identify opportunities to improve billing workflows and reduce service closeout time. 

• Recommend process improvements that reduce billing errors and improve customer satisfaction. 

• Participate in Service Center meetings, training, and continuous improvement initiatives. 

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Compensation

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Certifications (if applicable)

Relevant Work Experience