Customer Service Billing Process Lead Agent

BP p.l.c.; México; Híbrido; MXN 25,000 - 45,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Customer Service Billing Process Lead Agent to enhance customer experiences and drive innovation. This role involves overseeing the centralized billing process, ensuring timely and accurate billing for customers, and maintaining strong communication with fleet customers and service providers. The position is based in Santa Fe, Mexico City, and operates under a hybrid schedule, fostering a collaborative environment. Join a dynamic team that values diversity and offers opportunities for growth in a supportive workplace.

Servicios

Flexible working hours

Diversity and inclusion programs

Learning and development opportunities

Formación

• Two years relevant business experience in a shop environment.
• PC proficiency with emphasis on billing processes and communication.

Responsabilidades

• Responsible for accurate and timely billing to customers.
• Maintain internal and external SLAs and KPIs.

Conocimientos

Billing

Customer Service

Communication

People Management

Educación

High School degree

College degree

Herramientas

Windows-based Excel

Truck Service System

ERA Center Database

Descripción del empleo

• Customer Service Billing Process Lead Agent

Customer Service Billing Process Lead Agent

Customer Service Billing Process Lead Agent

• Travel required No travel is expected with this role
• Job category Retail Group
• Relocation available This role is not eligible for relocation

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp’s customers & products (C&P) business area is setting up aBusiness and Technology Centre (BTC) in Santa Fe, Mexico City.

This will support the delivery of an enhanced customer experience and drive innovation by building global capabilities at scale, leveraging technology, and developing deep expertise. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of Customers & Products, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC!

Now a part of the bp portfolio, Travel Centers of America (TA)is the largest publicly traded full-service truck stop and travel center company in the United States. TA is focused on growing its network of travel centers. For more than 50 years, millions of professional truck drivers and motorists have called our travel centers home, depending on us daily for fuel, food, truck maintenance and essential services.

Responsible for the oversight and centralized billing (collecting customer money and paying outside service providers) function with all repair services performed by a Third Party Service Provider. Individual is responsible for oversight of the centralized billing process from “cradle to grave”. Extensive phone and computer duties. Post holder interacts with fleet customers, drivers, field personnel, and Travel Centers of America Support Center staff. Individual tracks and inputs all pertinent road call information into the Truck Service System. Responsible for successful resolution of any centralized billing issues being experienced by any staff member during their shift. Responsible for monitoring and reporting key indicator statistics for the External Processing Team.

IMPORTANT! Please submit your CV in English

This position will be located in our offices in Santa Fe, Mexico City. We are currently working under a hybrid schedule, three times a week from the office.

The shift for this role will be Monday to Friday, 6 am – 2 pm.

Key Accountabilities

Accurate and timely billing to TA customers.

Maintain internal and external SLA's and KPI's.

Understands and works to achieve EBITDA and Emergency Roadside Assistance (ERA) Center targets.

Strong customer service skills and phone etiquette.

Demonstrates excellent written and verbal communication. Main methods of communicating with customers and service providers is via phone and email.

Maintains high level of understanding of all applicable policies and programs related to TA/Petro, Truck Service Operations, ERA business and ERA Center.

Education and Experience

High School degree required. College preferred.

Two years equivalent relevant business experience, preferable in a shop environment.

Central billing experience preferred

Technical aptitude sufficient to understand repair issues and trucking industry.

PC proficiency with emphasis on Windows-based Excel, Truck Service System and ERA Center Database.

Excellent written and verbal communication skills.

Supervisory experience preferred with proven ability to multi-task

Strong people skills required to function effectively in a customer service environment.

Proven ability to work successfully under pressure.

At bp, we provide a phenomenal environment & benefits! We support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, neurodiversity/neurocognitive functioning, veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process and to perform crucial job functions.

Travel Requirement

No travel is expected with this role

Job summary

Entity:

Customers & Products

Job Family Group:

Retail Group

Job Description:

As bp transitions to an integrated energy company, we must adapt to a changing world and maintain competitive performance. bp’s customers & products (C&P) business area is setting up aBusiness and Technology Centre (BTC) in Santa Fe, Mexico City.

This will support the delivery of an enhanced customer experience and drive innovation by building global capabilities at scale, leveraging technology, and developing deep expertise. The BTC will be a core and connected part of our business, bringing together colleagues who report into their respective part of Customers & Products, working together with other functions across bp. This is an exciting time to join bp and the customers & products BTC!

Now a part of the bp portfolio, Travel Centers of America (TA)is the largest publicly traded full-service truck stop and travel center company in the United States. TA is focused on growing its network of travel centers. For more than 50 years, millions of professional truck drivers and motorists have called our travel centers home, depending on us daily for fuel, food, truck maintenance and essential services.

Responsible for the oversight and centralized billing (collecting customer money and paying outside service providers) function with all repair services performed by a Third Party Service Provider. Individual is responsible for oversight of the centralized billing process from “cradle to grave”. Extensive phone and computer duties. Post holder interacts with fleet customers, drivers, field personnel, and Travel Centers of America Support Center staff. Individual tracks and inputs all pertinent road call information into the Truck Service System. Responsible for successful resolution of any centralized billing issues being experienced by any staff member during their shift. Responsible for monitoring and reporting key indicator statistics for the External Processing Team.

IMPORTANT! Please submit your CV in English

This position will be located in our offices in Santa Fe, Mexico City. We are currently working under a hybrid schedule, three times a week from the office.

The shift for this role will be Monday to Friday, 6 am – 2 pm.

Key Accountabilities

• Accurate and timely billing to TA customers.

• Maintain internal and external SLA's and KPI's.

• Understands and works to achieve EBITDA and Emergency Roadside Assistance (ERA) Center targets.

• Strong customer service skills and phone etiquette.

• Demonstrates excellent written and verbal communication. Main methods of communicating with customers and service providers is via phone and email.

• Maintains high level of understanding of all applicable policies and programs related to TA/Petro, Truck Service Operations, ERA business and ERA Center.

Education and Experience

• High School degree required. College preferred.

• Two years equivalent relevant business experience, preferable in a shop environment.

• Central billing experience preferred

• Technical aptitude sufficient to understand repair issues and trucking industry.

• PC proficiency with emphasis on Windows-based Excel, Truck Service System and ERA Center Database.

• Excellent written and verbal communication skills.

• Supervisory experience preferred with proven ability to multi-task

• Strong people skills required to function effectively in a customer service environment.

• Proven ability to work successfully under pressure.

At bp, we provide a phenomenal environment & benefits! We support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, neurodiversity/neurocognitive functioning, veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process and to perform crucial job functions.

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Billing, Billing Process, Billing Reconciliation, Communication, Customer Service, People Management

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status.Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process,pleasecontact us .

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.