Close-Out Specialist

Topline Heating & Air•Lancaster, PA

5d•Onsite

About The Position

Topline Heating & Air is looking for a Close-Out Specialist to ensure every completed residential HVAC job is properly closed out. This critical operations role involves managing the process from completed work to accurate documentation, invoicing, customer follow-up, payment, and final close-out. The specialist will work closely with field technicians, installers, project managers, comfort advisors, customers, accounting, and management to ensure jobs are closed, billed, and paid as quickly and accurately as possible. This role is ideal for someone who enjoys problem-solving, attention to detail, customer communication, and seeing measurable results.

Requirements

Previous experience in HVAC, construction, plumbing, electrical, restoration, home services, or a related industry is preferred.
Experience with invoicing, accounts receivable, collections, customer service, or job administration is a plus.
Strong attention to detail and excellent organizational skills.
Excellent verbal and written communication skills.
Comfortable speaking professionally with homeowners about outstanding balances.
Strong follow-through and ability to manage multiple open jobs simultaneously.
Comfortable making payment-collection calls when necessary.
Ability to work independently while coordinating with multiple departments.
Strong computer skills, including email, Microsoft Office, or Google Workspace.
Experience with CRM, dispatch, accounting, or job-management software is preferred.
Ability and willingness to learn HVAC terminology, systems, and company processes.
Regular attendance and punctuality are essential.

Nice To Haves

Previous experience in HVAC, construction, plumbing, electrical, restoration, home services, or a related industry.
Experience with invoicing, accounts receivable, collections, customer service, or job administration.
Experience with CRM, dispatch, accounting, or job-management software.

Responsibilities

Review completed HVAC jobs daily to ensure all required information (job notes, equipment information, photos, invoices, permits, inspections, customer signatures) is complete.
Verify completed work against the original proposal, scope of work, and approved change orders.
Identify missing materials, labor, equipment, accessories, or other billable items and follow up with relevant personnel.
Track punch-list items and outstanding work required before a job can be closed.
Ensure warranty and equipment registration requirements are completed.
Prepare and/or process final customer invoices promptly.
Verify invoices accurately reflect work performed, materials used, change orders, financing, deposits, discounts, taxes, and applicable fees.
Ensure deposits and progress payments are properly applied.
Contact customers regarding outstanding balances and arrange payment.
Follow up on unpaid invoices according to company procedures and maintain accurate records of payment commitments.
Escalate delinquent or disputed accounts to management.
Work with financing companies to ensure transactions are submitted, approved, and funded correctly.
Identify and resolve issues preventing the company from receiving payment.
Monitor open accounts and prioritize follow-up.
Contact customers after completion to confirm satisfaction.
Answer customer questions regarding invoices, balances, warranties, equipment, and completed work.
Resolve routine billing and documentation questions.
Obtain required signatures, approvals, payment information, and other documentation from customers.
Handle collection conversations professionally and courteously.
Maintain an accurate list of all open jobs and their current close-out status.
Review aging open jobs regularly and take action to move them toward completion.
Identify jobs that are complete but have not been invoiced or paid.
Track jobs waiting on inspections, permits, financing, parts, callbacks, customer decisions, or other requirements.
Coordinate with appropriate departments to remove obstacles preventing job closure.
Ensure jobs are properly closed in the company's CRM, dispatch, accounting, and/or job-management systems.
Maintain accurate records for management to understand why any job remains open.
Provide management with regular reporting on open jobs, unbilled work, outstanding balances, and aging receivables.
Track the time between job completion, invoicing, and payment.
Identify recurring issues that delay billing or collection.
Recommend process improvements that reduce outstanding accounts receivable.
Maintain confidentiality of customer financial and company information.
Follow all company policies and procedures.