Billing Representative I

Inframark•Jersey Village, TX

About The Position

The Billing Representative I provides front-line customer care and billing support for communities served by Inframark. The role handles inbound calls and tickets, processes payments and adjustments under guidance, resolves routine billing questions, and updates customer accounts in the CIS to help ensure accurate, timely bills. The position involves working in an office or remote environment with extended screen time. Workload may peak during billing cycles and month-end close. Reasonable accommodations may be made for qualified individuals with disabilities. Offers are contingent upon successful completion of background screening, drug testing, and driving record review where applicable.

Requirements

1–2 years of customer service or call center experience.
Proficiency with Microsoft 365.
Ability to learn CIS/CRM systems and follow documented SOPs.
Clear communication, empathy, and problem-solving skills.
Accurate data entry and attention to detail.
High school diploma or equivalent required.

Nice To Haves

Utilities experience.
Some college.

Responsibilities

Answer inbound calls, emails, and chats; authenticate customers and document interactions in CRM/CIS.
Process payments, set up autopay, and provide balance and usage information according to policy.
Submit and track service requests, including re-reads, move-ins/move-outs, start/stop service, and leaks; submit simple billing adjustments for approval.
Research routine billing questions, such as read dates, rates, and late fees, using SOPs and the knowledgebase; escalate as needed.
Update account profiles, mailing addresses, exemptions, and contact preferences, and maintain accurate notes.
Meet or exceed KPIs, including FCR, QA score, adherence, and AHT, and participate in coaching and training.
Protect customer data and follow payment security and privacy requirements.
Partner with Customer Care, Field Operations, Metering, and Finance to resolve issues quickly.
Maintain accurate records and audit-ready documentation, follow SOPs and controls, meet cycle deadlines, quality targets, and service levels, and use KPIs to drive improvement.
Communicate clearly and professionally with customers and colleagues.