Brittany Navarro

Customer Service Specialist

Hill Country Pools

August 2019-October 2024

Dedicated and detail-oriented Customer Service and Billing Specialist with over five years of experience in customer service, billing, and administrative support. Proven ability to manage high volumes of customer interactions, resolve service issues, and coordinate between departments for seamless service delivery. Skilled in work order management, parts research, billing accuracy, and financial processing. Known for a friendly, professional approach and a commitment to maintaining strong relationships with customers, team members, and vendors.

• Customer Service & Communication
• Inbound/Outbound Call Management
• Work Order Processing & Billing
• Service Issue Resolution
• Appointment Scheduling
• Parts Research & Cost Estimating
• Email & Voicemail Management
• QuickBooks & Microsoft Office
• Accounts Payable & Invoice Review
• Customer Profile Management
• Collections & AR Coordination
• Team & Field Technician Support
• Organizational & Time Management Skills
• Professional and Personable Demeanor
• Managed all incoming and outgoing calls from customers to address inquiries, resolve complaints, and provide service-related assistance.
• Coordinated with technicians to resolve customer service issues and ensure timely updates to service tickets.
• Communicated with customers via phone and email for approvals on parts, equipment, and rescheduling of appointments.
• Researched parts for estimates, ensuring accurate pricing and documentation.
• Responded to voicemails and emails daily, ensuring fast and professional follow-up.
• Created and maintained accurate customer profiles; submitted pending work orders and acquired approvals.
• Reviewed all work orders for accuracy before billing.
• Updated driver list with insurance provider to ensure compliance.
• Processed accounts payable by verifying and paying vendor invoices.

Billing Manager

Hill Country Pools

October 2024-Current

• Managed full-cycle billing operations, including generating, reviewing, and processing all service invoices with a focus on accuracy and timeliness.
• Handled daily and monthly billing for work orders and service tickets; ensured all billing was aligned with customer contracts and service details.
• Processed End-of-Month invoicing and Auto Pay transactions; maintained accurate records for reconciliation and reporting.
• Monitored accounts receivable aging reports; maintained delinquency list and actively managed collections in coordination with third-party collection agencies.
• Issued and followed up on Intent to File Lien notices when necessary to secure payments on overdue accounts.
• Responded to customer billing inquiries with professionalism, providing account details, clarifying charges, and resolving discrepancies.
• Accurately posted customer payments (checks and credit cards) in QuickBooks, ensuring proper allocation to invoices.
• Created and submitted detailed financial reports, including monthly Write-Off Reports and Technician Productivity Reports.
• Tracked and reported Paid Time Off (PTO) data; compiled weekly and monthly PTO reports for management and internal teams.
• Communicated with field technicians daily to confirm service details and ensure accurate billing.
• Maintained organized digital and physical records of billing documents, service tickets, and customer communications.
• Sent follow-up emails for invoice approvals and updated customer contact information as needed.
• Collaborated with internal teams to ensure billing aligned with service delivery and customer expectations.
• Managed merchant services and monitored account status to pause/resume service based on payment activity.
• Supported payroll preparation by calculating timecards and submitting bi-weekly payroll data to ownership.
• Provided exceptional customer service, maintaining a positive and solution-oriented approach in all interactions.
• Ensured a clean, organized office environment and supported daily administrative operations.