Billing & Collections Specialist

Billing & Collections Specialist

Are you committed to community safety? We work hard to protect clients, customers, and teammates from fire hazards by installing, maintaining, and inspecting fire suppression systems. Our fire suppression systems ensure uninterrupted operations in businesses you likely visit, and our technicians take pride in their communities, prioritizing safety for all. If you share this passion and commitment, let's talk about how you can join us in our mission and build your future with us!

The Billing & Collections Specialist at Marmic Fire & Safety is responsible for accurately processing and billing fire protection service work orders for National Account customers and their locations. This role requires strong attention to detail, excellent customer service skills, and the ability to manage a high-volume workload in a fast-paced environment.

A typical day includes:

• Creating and processing approximately 85–100 invoices per day, ensuring accuracy and compliance with customer billing requirements.
• Handling a high volume of inbound phone calls and emails from customers and branch personnel, answering billing-related questions, resolving issues, and providing exceptional service.
• Supporting collections efforts and partnering with customers and internal teams to resolve billing discrepancies and account concerns.

While remote flexibility is available, strong preference will be given to candidates who reside within a 40-mile radius of Joplin, MO, and are able to work onsite three days per week.

Core Responsibilities

• Customer Communication & Account Support
• Serve as a primary point of contact for customer billing and payment inquiries.
• Answer incoming customer phone calls and emails regarding invoices, payment status, billing questions, and account concerns.
• Initiate outgoing calls and email communication related to collections, account follow-up, missing documentation, and dispute resolution.
• Professionally handle customer disputes, escalations, and billing concerns while working toward timely resolution.
• Provide clear and accurate communication to customers, branch personnel, and affiliate partners regarding account activity and invoice status.
• Maintain a high level of professionalism and customer service in all communications.
• Billing & Invoice Management
• Process completed service work orders through Marmic software systems and customer-specific billing portals.
• Perform detailed data entry, invoice generation, and supporting documentation submission for regional customers.
• Prepare accurate line-item invoices in multiple customer-required billing formats.
• Verify pricing, labor, materials, and scope details prior to invoice submission.
• Ensure invoices are submitted accurately and within customer-required timelines.
• Monitor billing queues (e.g., "can't bill" / pending approval) and proactively drive resolution with branch/service teams.
• Collections & Accounts Receivable
• Monitor assigned Accounts Receivable aging reports and proactively follow up on outstanding balances.
• Conduct collection activities including customer outreach via phone and email regarding overdue invoices and payment status.
• Research and resolve past due balances, short pays, unapplied payments, over payments, and disputed invoices.
• Partner with customers, branches, and internal departments to drive timely payment resolution.
• Maintain detailed collection notes and documentation regarding customer communications and payment activity.
• Support departmental collection goals, DSO targets, and overall AR performance metrics.
• Customer & Partner Relations
• Build and maintain professional relationships with customers, branches, and affiliate partners.
• Deliver a high level of customer service while balancing collection and payment expectations.
• Support operational teams with billing-related questions and customer account needs.
• Meet or exceed departmental KPIs, SLAs, and customer service expectations.
• Discrepancy Resolution
• Investigate and resolve pricing discrepancies, billing questions, and customer concerns.
• Coordinate with Marmic branches, affiliates, technicians, and customers to obtain missing documentation or corrections needed for billing.
• Assist with rebills, credit memos, and invoice corrections as needed.
• Documentation & Reporting
• Maintain accurate records and supporting documentation for all billing and collection activity.
• Review customer scopes of work, contracts, and job-specific pricing requirements to ensure compliance.
• Support month-end close processes by ensuring jobs are billed accurately and progressed appropriately.
• Assist leadership with reporting and tracking of billing and collections metrics.

The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Minimum Qualifications

• High school diploma or GED
• 2+ years of experience in billing/invoicing and/or accounts…