Billing Customer Service Representative
About The Position
Encore Fire Protection is hiring a Billing Customer Service Representative, also described as a Billing & Collections Specialist. This customer-service role focuses on collections and accounts receivable. The representative helps customers understand invoices, resolves billing questions, follows up on past-due accounts, and supports cash flow. The company will provide training on its systems, products, and industry. The role involves frequent customer contact by phone and email, researching invoice issues, arranging and processing payments, managing an accounts-receivable portfolio, and documenting account activity. The representative also works with Operations, Sales, and branch teams to address service and invoicing problems while maintaining customer relationships.
Requirements
- High school diploma or equivalent.
- At least 1 year of experience in billing, collections, accounts receivable, customer service, or a call center environment.
- Comfort handling a high volume of inbound and outbound phone calls with a professional, empathetic, and confident tone.
- Strong negotiation, problem-solving, and follow-through skills.
- Accurate data-entry skills and working knowledge of Microsoft Office, especially Excel and Outlook.
- Ability to stay organized, manage a large account portfolio, and meet daily collection goals.
Nice To Haves
- Experience with B2B or commercial collections, or with a service, construction, or field-services business.
- Familiarity with an ERP or billing system such as Sage, NetSuite, Salesforce, or similar, and with cash application.
- Associate or bachelor’s degree in accounting, finance, or business.
- A track record of lowering days sales outstanding (DSO) or improving collection rates.
Responsibilities
- Contact customers by phone and email about overdue invoices, confirm payment status, and secure payment.
- Research invoice discrepancies, explain charges, and work with internal teams to resolve billing questions and errors.
- Negotiate payment plans, process payments, and accurately apply cash to customer accounts.
- Work the accounts-receivable aging report, prioritize accounts by risk and balance, and escalate delinquent accounts according to credit and collections policy.
- Document customer interactions, promises to pay, and account updates in billing and CRM systems.
- Collaborate with Operations, Sales, and branch teams to resolve service and invoicing issues and protect customer relationships.
Benefits
- Performance-based bonus opportunity.
- Paid tuition for fire-protection-related schooling needed to obtain licensing.
- Company swag and attire at least twice a year.
- Medical, dental, and vision coverage.
- Fidelity 401(k) plan with company match.
- Company-paid life insurance policy of $50,000.
- Access to web-based productivity tools.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
