Billing Representative

Inframark • North Lauderdale, FL

11d

About The Position

The Billing Representative III serves as a subject-matter expert for complex billing scenarios, rate structures, and dispute resolution. This role supports batch billing, user acceptance testing (UAT) for system changes, reporting, and cross-functional initiatives to improve accuracy, timeliness, and customer satisfaction.

The position works with Customer Care, Field Operations, Metering, and Finance to resolve billing issues, support compliance and audit requests, and improve billing processes. It also mentors less experienced representatives and acts as an escalation point for difficult cases.

Requirements

• 2–4+ years of utility billing or customer care experience, with deep knowledge of rates, adjustments, and billing controls.
• Advanced CIS navigation skills.
• Strong Excel and reporting skills.
• AMR/AMI exception handling experience.
• Strong analytical and communication skills.
• A calm, professional approach with customers and stakeholders.
• Associate’s degree required.

Nice To Haves

• Bachelor’s degree preferred in Business, Accounting, or a related field.

Responsibilities

• Resolve complex billing issues, including back-billing, multi-meter accounts, tax exemptions, rate disputes, and move-in/move-out overlaps.
• Execute pre-bill validations and post-bill audits; investigate anomalies and coordinate corrections across teams.
• Perform UAT for CIS and rate table changes, document test cases and results, and recommend go/no-go decisions.
• Prepare routine dashboards covering adjustments, exceptions, and re-bills; contribute to root-cause analysis and process fixes.
• Mentor Rep I and Rep II employees; deliver refresher training and QA feedback; act as an escalation point for difficult cases.
• Assist with compliance requests and maintain records for audits and regulatory inquiries.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree