Job description

Description: About Lunavi: Lunavi is a trusted leader in modern application development, data analytics, custom AI solutions, cloud consulting, and managed services. As a Microsoft Solutions Specialist, Azure Expert Managed Service Provider (MSP), we provide exceptional capabilities and support across the digital transformation spectrum. Our mission is to help customers stay ahead of change through tailored, end-to-end solutions that address critical business and IT goals. Our partnerships include leading technology vendors, Azure cloud consulting, master agents, and channel companies, enabling us to deliver integrated private and hybrid cloud solutions, application management, collocation, and managed services. Position Overview: The Lead Service Coordinator & Billing Specialist will be responsible for delivering exceptional customer service while managing the service coordination and billing processes within the client service team for our service & billing specialist(s). This role requires someone with strong leadership, communication, and problem-solving skills, as well as a passion for ensuring high-quality customer experiences. The position is split between service coordination (70%) and managing the administrative service coordinator team (30%). This role will work closely with the SVP of client and information services to proactively develop processes, procedures, workflows and other operational improvements and new operational systems for client services. Key Responsibilities • Customer Service & Coordination: • Represent Lunavi’s products and services to current and potential customers via phone, email, and in-person interactions. • Assist in leading and training the administrative service coordinator team to ensure effective service delivery end to end. • Oversee the full customer lifecycle from onboarding to billing, ensuring a seamless and high-quality experience. • Provide proactive solutions and coordinate with sales teams to expand services to existing accounts. • Meet or exceed billing deadlines while maintaining an error rate below 2% through quality assurance checks. • Own onboarding process for new customers on service portals, features, and new solutions tailored to their needs. • Set priorities for day-to-day and monthly recurring activities for the team; example: billing. • Assist in reviews for the team as well as development/leaning paths. • Meet team KPI goals related to Lunavi’s incentive program(s). • Problem Solving & Continuous Improvement: • Resolve customer inquiries, disputes, and complaints regarding services, billing, rates, adjustments, and policies. • Identify opportunities for process and workflow improvements and collaborate with teams to implement solutions. • Ensure customer feedback is communicated to the SVP client services to drive continuous improvement efforts. • Maintain a proactive approach to managing customer issues, meeting or exceeding deadlines, and delivering top-notch service. • Administrative & Project Management: • Manage multiple service and billing projects simultaneously while maintaining high attention to detail and accuracy. • Adapt to changing technologies, priorities, and customer needs. • Assist with special projects and other duties as assigned. Requirements: • Education: Bachelor’s degree or equivalent combination of education and experience. • Experience: • Strong customer-facing billing experience with a solid understanding of accounting principles. • Prior supervisory or coaching experience, with the ability to train and lead a team. • Proven ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment. • Experience with customer ticketing systems, sales processes, and quoting is highly preferred. • Technical Skills: • Proficiency in Microsoft Office Suite • Knowledge and the ability to learn new technologies such as AI and other Lunavi supported platforms • Proficiency using Lunavi business systems

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