Billing Customer Service Representative

Encore Fire Protection • Middletown, CT

2d

About The Position

Encore Fire Protection is hiring a Billing Customer Service Representative, also referred to as a Billing & Collections Specialist. The role focuses on customer service, collections, and accounts receivable. The representative helps customers understand invoices, answers billing questions, resolves disputes, and follows up on past-due accounts by phone and email. The position supports cash flow while maintaining customer relationships. The company will provide training on its systems, products, and industry.

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 correct billing errors.
• Negotiate payment plans, process payments, and accurately apply cash to customer accounts.
• Manage accounts receivable by working the AR aging report, prioritizing accounts by risk and balance, and escalating 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 a company match.
• Company-paid life insurance policy of $50,000.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED