Billing Representative

Position Summary

The Billing Representative I provides front‑line customer care and billing support for Inframark‑served communities. This role handles inbound calls and tickets, processes payments and adjustments under guidance, resolves routine billing questions, and updates customer accounts in the CIS to ensure accurate, timely bills.

• Answer inbound calls/emails/chats; authenticate customers and document interactions in CRM/CIS.
• Process payments, set up autopay, and provide balance/usage information per policy.
• Submit and track service requests (re‑reads, move‑in/move‑out, start/stop, leaks) and simple billing adjustments for approval.
• Research routine bill questions (read dates, rates, late fees) using SOPs and knowledgebase; escalate as needed.
• Update account profiles, mailing addresses, exemptions, and contact preferences; maintain accurate notes.
• Meet or exceed KPIs (FCR, QA score, adherence, AHT) and participate in coaching and training.
• Protect customer data and follow payment security and privacy requirements.

• 1–2 years of customer service or call center experience; utilities experience a plus.
• Proficiency with Microsoft 365; ability to learn CIS/CRM systems and follow documented SOPs.
• Clear communication, empathy, and problem‑solving; accurate data entry and attention to detail.

• High school diploma or equivalent required; some college preferred.

• Collaboration — partners with Customer Care, Field Operations, Metering, and Finance to resolve issues quickly.
• Leadership — takes ownership of outcomes; (Supervisor) coaches and develops team members.
• Excellence — maintains accurate records and audit‑ready documentation; follows SOPs and controls.
• Accountability — meets cycle deadlines, quality targets, and service levels; uses KPIs to drive improvement.
• Respect — communicates clearly and professionally with customers and colleagues.

Office/remote environment with extended screen time. Peak workloads during billing cycles and month‑end close. Reasonable accommodations may be made for qualified individuals with disabilities.