Order Processing Specialist- Billing (LP-04193)

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.

• 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. 

• 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.

• Modem
• Wyse terminal (computer)
• Monitor
• Phone and headset
• Other miscellaneous equipment