Job Location : Salem,OR, USA
As a condition of employment, employees must provide and maintain High-Speed Internet connection that meets Lamps Plus requirements at all times to maintain employment. Employees who are unable to provide and maintain required internet service that meets our specifications may be terminated from their employment at Lamps Plus.
We are seeking an Order Processing Specialist- Billing to accurately and efficiently handle various financial aspects of the Internet Operations Department. Under the supervision of the Operations Department Manager, you will serve as a liaison to the Internet Customer Service and Sales Teams.
Job Description:
* Handles Lamps Plus.com, Pros.com, and Kiosk escalated billing related inquiries and processes requests per department guidelines.
* Communicates with Management on order issues, billing discrepancies, and programming glitches affecting the billing department.
* Interfaces with Sales Audit team for failed sales transactions.
* Interfaces with Accounting Department for tax exempt inquiries and chargebacks.
* Interfaces with Accounts Receivable for manual payments regarding refunds and order processing.
* Interfaces with the Returns and Domestic Vendor teams for returns or order status.
* Daily follow-ups on Failed Re-Auths and Collections by making the best attempt to recover monies from the customer or prevent orders from shipping / delivering if funds have not settled.
* Manages tax-exempt files and processes tax-exempt orders according to company and state sales tax guidelines.
* Works on daily assigned reports, dashboards, email queues, and escalated tickets. Updates orders' data and notes on orders with attention to detail and accuracy.
* Responds to emails using the ticketing system and email queues. Ensures emails are given priority and requests are processed with a sense of urgency per department guidelines.
* Processes received manual payment orders same day and follows up on pending manual payment orders per department guidelines.
* Handles order failures related to billing and shipping address issues.
* Identifies and reports fraudulent activity on orders to Loss Prevention.
* Prevents cancellations by contacting customers or getting management involved to save the sale.
* Serves as an information base and a liaison to Customer Service Contact Center, Internet sales, Pros and Lamps Plus stores for billing inquires.
* Supports and maintains executed strategies to exceed departmental goals.
* Handles customers with care, empathy and sincerity regarding their issues.
* Performs other duties as assigned by management.
Job Requirements:
* Minimum 2 years in a Customer Service or Retail environment.
* Must be proficient in English, both verbal and written.
* Must be computer literate and able to navigate through programs and windows.
* Must be able to articulate details to customers in a professional manner.
* Must be able to follow direction.
* Must be able to communicate calmly under pressure.
* Must be able to multi task, i.e. talk on the phone and type notes at the same time.
* Must be creative and able to think on your feet to resolve customer related issues.
* Must be reliable and be able to work a flexible retail schedule including evenings and weekends.
* Must pass security background check.
* Position requires continuous sitting.
Internet Connectivity Guidelines
* Must maintain a dedicated business class internet connection.
* Cable connection is required and must be high speed business class internet.
* If available, request a dynamic modem for cable.
* Speeds of at least 15 MBS down/5 MBS up are required.
* Cable modem or DSL router must be provided by carrier.
* Cable modem must be set up in bridge mode.
* DSL router firewall must be disabled.
* Wi-Fi, firewall and ALG must be disabled from the dedicated business class internet connection.
Equipment
The Lamps Plus Computer Support team will supply you with the following hardware:
* Modem
* Wyse terminal (computer)
* Monitor
* Phone and headset
* Other miscellaneous equipment
Lamps Plus is an Equal Employment Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States; however, we are not able to sponsor visas for this role.