Customer Administrator

Aston Carter•Ludlow, MA

4d•$20 - $25•Onsite

About The Position

The Customer Administrator Commercial Service manages service work-order billing, accounts receivable, collections, and customer inquiries for a commercial service department. The role prepares accurate invoices for completed service work, pursues and resolves past-due commercial balances, addresses billing discrepancies, and maintains organized service and billing records. It serves as a primary contact for commercial customers regarding invoice status, billing questions, and service history, while supporting incoming service calls and service scheduling as needed. This full-time, on-site contract-to-hire position is based in Ludlow, Massachusetts, and works 40 hours per week, Monday through Friday, from 7:00 a.m. to 4:00 p.m. The position is in a professional, fast-paced commercial service department supporting a manufacturing and service-oriented organization. It involves frequent customer and technician interaction and regular use of office software, billing systems, and online customer billing portals. The role is suited to someone with commercial service billing and collections experience, ideally in HVAC, mechanical, or plumbing contracting.

Requirements

At least two years of service-billing experience with a commercial HVAC, mechanical, or plumbing contractor.
Experience in commercial collections or accounts receivable, including managing past-due balances and resolving disputes.
Working knowledge of commercial service operations, including time-and-material billing, contract billing, preventive maintenance agreements, and common equipment and parts terminology.
Strong customer service skills and ability to serve as a primary point of contact for commercial customers.
Excellent verbal and written communication skills.
Ability to handle collection conversations firmly, courteously, and professionally.
Exceptional attention to detail and accuracy in invoicing, documentation review, and recordkeeping.
Strong organizational skills and ability to manage deadlines in a fast-paced environment.
Ability to manage a high volume of service work orders without compromising quality.
Proficiency in Microsoft Excel, Word, and Outlook.
Competence in data entry and use of billing systems and customer support tools.

Nice To Haves

Experience in a commercial service environment supporting property managers, facility managers, and building engineers.
Familiarity with online billing portals and customer-specific requirements such as purchase-order numbers and not-to-exceed limits.
Ability to interpret and apply contract pricing, labor rates, material markups, and trip charges.
Comfort handling telephone and written correspondence for collections and customer inquiries.
Interest in growing within a fast-growing manufacturing and service-oriented company with opportunities for internal career advancement.

Responsibilities

Prepare accurate invoices for completed service work orders, including time-and-material calls, preventive maintenance agreements, emergency service, and quoted repairs.
Review technician documentation for accuracy and completeness, including labor hours, overtime, materials, equipment information, and descriptions of work performed.
Apply appropriate labor rates, material markups, trip charges, and contract pricing to service work invoices.
Follow customer-specific billing requirements, including purchase-order numbers, not-to-exceed limits, supporting documentation, and online billing portal submission.
Meet billing standards and deadlines to ensure timely and accurate invoicing.
Monitor open invoices and contact customers about past-due balances by telephone and written correspondence.
Investigate and resolve billing disputes, short payments, documentation issues, and rejected portal submissions.
Prepare and distribute customer statements to support collections and accounts receivable processes.
Maintain current accounts-receivable aging reports for management review and decision-making.
Escalate delinquent accounts to management with supporting documentation and summaries of collection efforts.
Serve as a primary contact for commercial customers regarding billing inquiries, service history, and invoice status.
Communicate with property managers, facility managers, building engineers, and other customer contacts to resolve billing and service-related questions.
Answer and direct incoming service calls professionally.
Assist with scheduling and dispatching service calls as needed.
Maintain organized, accurate, and audit-ready work orders, service records, and billing files.
Manage a high volume of service work orders while maintaining accuracy, timeliness, and attention to detail.