Billing Customer Service Representative

Encore Fire Protection • Pawtucket, RI

2d

About The Position

Encore Fire Protection is hiring a Billing Customer Service Representative, internally known as an Accounts Receivable Specialist. This customer-service role has a collections and accounts-receivable focus: the representative helps customers understand invoices, resolves billing questions, and follows up on past-due accounts to support cash flow. The company will teach its systems, products, and industry to candidates with transferable experience in billing, accounts receivable, collections, accounts payable, payment processing, credit, customer service, call centers, or related customer-support fields.

The representative contacts customers by phone and email, researches invoice issues, arranges and processes payments, manages an assigned portfolio of receivables, and maintains accurate records in billing and CRM systems. The role works with Operations, Sales, and branch teams to resolve service and invoicing issues while protecting 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 coordinate with internal teams to resolve billing questions and disputes.
• Negotiate payment plans, process payments, and accurately apply cash to customer accounts.
• Manage accounts receivable using the AR 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

• Hourly pay based on experience, with a performance-based bonus opportunity.
• Paid tuition for fire-protection-related schooling needed to obtain licensing.
• Company swag and attire provided at least twice a year.
• Comprehensive medical, dental, and vision coverage.
• Fidelity 401(k) plan with a company match.
• Company-paid life insurance policy of $50,000.
• Access to web-based productivity tools.
• Purpose-driven, people-focused culture emphasizing results, experimentation, learning, and improvement.

What This Job Offers

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