This position serves as the JHU central contact for the Telecommunications Billing Operations System within the IT Finance Team and is responsible for billing approximately $7 million in yearly telecom charges back to end users departments/entities. This position is responsible for running of the billing system which includes both day to day interaction with JHU departments; direct responsibility for monthly billing processes which include ensuring that various vendor files are received, loaded and executed to generate bill back of services such as long distance, cellular devices, conferencing services, & telecom services; and production of reports for analysis/reporting. The position requires high levels of customer service skills to work directly with budget managers on answering their questions and resolving any problems that they may have. It also requires a high level of organization which enables the incumbent to track and audit multiple vendor bills and demonstrate a thorough understanding of the entire billing process that results in charge backs to various departmental budgets. The incumbent must be able to recognize problems that impact our ability to run monthly billing processes, identification of the problem and then work towards resolution. Problem resolution can involve interfacing with the end user department or may involve external entities (telecom providers or Telesoft who is responsible for the Telesoft Billing System).
The position is the primary single point of contact for all telecom billing transactions on the JHU side, which includes the Homewood Campus, Keswick, Harbor East, Washington DC campus locations, Montgomery County and White Marsh. This includes billing of voice communications, long distance, conferencing calling, work orders (labor and equipment) and cellular services. This position has a high degree of interaction with budget and financial managers across all of Johns Hopkins University. Interactions include explaining billing charges, making budget changes, and providing additional billing detail above the normal monthly reports. The incumbent must provide extensive customer service to internal and external departments to ensure accurate and timely billing of telecom related expenses and must work diligently to resolve any discrepancies and provide corrective actions to remedy the discrepancy.
This position also interacts with vendors such as Verizon, Verizon Wireless, ATT, ATTMobility, Verizon Conferencing, ATT Conferencing, and others. Interactions with vendors include auditing their invoices for accuracy, opening billing inquiries for billing which appears to be incorrect, and ensure that monthly billing data is received on a timely basis. Vendor interactions/responsibility includes: importing vendor data files on a monthly basis into our internal billing system, and executing monthly processes which generate charge backs to department budget numbers; scrutinizing vendor bills for accuracy and compliance to our contracts; and involves paying the monthly invoices by submitting accounts payable requests into SAP.
The incumbent must be an expert in the Telesoft billing and work order system. The incumbent will also work in the SAP system for invoice submission, and being able to pull budget number information out of SAP in order to set them up in the telecom billing system. While this position is not responsible for providing vendor specifications for Telesoft vendor feeds, the incumbent must be able to know enough about each vendor feed and data file in order to be able to know when the process isn’t working correctly and to be able to identify the potential causes of the problem, followed by opening trouble tickets with the appropriate team.
There is significant interaction with telecom customer service and telecom technicians to follow up on work orders that are closed (or should be closed) to ensure timely and accurate billing of new lines/features installed by customer service/technicians, and disconnecting billing on lines that customer service has deactivated at the customer’s request.
In addition, this position provides financial and statistical reports to IT management and is responsible for generating reports sent monthly to financial managers within each department. The incumbent must be able to work independently in a fast paced environment and have excellent attention to detail. Position is also responsible for extracting data needed for monthly billing by pulling data from Telesoft, SAP and programs created in Access Databases.
REQUIRED & PREFERRED SKILLS:
This position must have excellent communication and interpersonal relationship skills, analytical skills, and solid computer skills.
The incumbent must also be a self starter and be able to work independently.
The ability to multi-task between phone calls and email inquiries for new service questions, problem resolution, feature changes, and billing inquiries is imperative.
Experience with wireless products.
High School Diploma or GED. Work experience requirement may be substituted for the degree on a 2 years of experience for 1 year of education basis.
Work requires two to three years of demonstrated experience in professional work environment with customer interactions.
Analytical and financial reports on data pulled from Telesoft; Tracking of vendor bills by provider
Classified Title: Telecom Billing Services Coordinator Working Title: Telecom Billing Services Coordinator Role/Level/Range: ATO 40/E/02/OE Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Mon-Fri, 8:30a-5:00p Exempt Status: Non-Exempt Location: 02-MD:Mount Washington Campus Department name: 10000007-IT@JH Administration and Finance Personnel area: University Administration
The successful candidate(s) for this position will be subject to a pre-employment background check.
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