Client Services Specialist

Hybrid Role

• The Sr. Coordinator Non-Technical Customer Support - Invoice Dispute Resolution for Client Diagnostics is responsible for researching and resolving customer invoice disputes while partnering closely with customers, Contract Administration, Sales, Finance, and other cross-functional teams. This role serves as a key point of coordination to identify the cause of billing discrepancies, facilitate timely resolution, and help ensure invoices accurately reflect established customer agreements.
• This position is part of the Client Services organization and will be located in Brea, CA and is hybrid. At Client, our Client Services teams are focused on creating a seamless customer experience through strong customer partnerships, effective issue resolution, and cross-functional collaboration.
• You will report to a Client Services leader and work closely with the Contract Administration team to research customer agreements, pricing, billing schedules, and other contract-related information needed to resolve invoice disputes. If you thrive in a fast-paced, customer-focused environment and enjoy problem solving, research, and cross-functional collaboration, read on.

In this role, you will have the opportunity to:

• Research and resolve customer invoice disputes, including discrepancies related to pricing, contract terms, billing schedules, credits, purchase orders, and other billing issues.
• Partner closely with the Contract Administration team to validate contract terms, pricing, effective dates, and billing requirements needed to resolve disputes accurately.
• Coordinate with customers and internal teams including Sales, Finance, Accounts Receivable, and Contract Administration to drive timely resolution of disputes and communicate status and next steps.
• Manage disputes through resolution, including coordinating corrections, credits, rebills, or other required actions and maintaining accurate documentation of research and outcomes.
• Identify root causes and recurring dispute trends and partner with appropriate teams to improve billing accuracy, reduce future disputes, and improve the overall customer experience.

The essential requirements of the job include:

• High school diploma required, bachelor's degree preferred, with relevant experience in customer service, billing, accounts receivable, contract administration, order management, finance operations, or a related field.
• Demonstrated skills in customer service, problem solving, research, analytical thinking, relationship building, conflict resolution, active listening, and written and verbal communication.
• Ability to interpret customer agreements, pricing information, invoices, account documentation, and other supporting information to identify discrepancies and determine appropriate next steps.
• Strong organizational skills with the ability to manage multiple open disputes, priorities, and customer commitments simultaneously.
• Ability to work effectively across multiple departments and coordinate activities through resolution.
• Proficiency in Microsoft Office tools, including Excel, Word, PowerPoint, and Outlook.

It would be a plus if you also possess previous experience in:

• Customer invoice dispute resolution, billing, Accounts Receivable, contract administration, customer service, or related financial operations.
• Working with complex customer agreements, pricing structures, billing requirements, and contract terms and conditions.
• Identifying root causes and recurring trends associated with billing or customer account discrepancies.
• ERP systems such as SAP or Oracle.
• Working in a highly cross-functional environment supporting both customers and commercial teams.

Compensation: The hourly rate for this position is between $23-$24.50 per hour.

Factors which may affect starting pay within this range may include [geography/market, skills, education, experience and other qualifications of the successful candidate].