Billing Customer Service Representative

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission?

To be the best fire protection company the industry has ever seen.

Encore Fire Protection is hiring a Billing Customer Service Representative (Billing & Collections Specialist) to join our team. If you aren’t afraid to be on the phone, this is the job for you. In this role, you will be the friendly, professional voice that helps our customers understand their invoices, resolve billing questions, and get past-due accounts back on track. It is a customer service job with a collections and accounts receivable focus, and you will keep cash flowing for one of the fastest-growing fire protection companies on the East Coast.

No collections title required. If you have worked in billing, accounts receivable, collections, accounts payable, payment processing, credit, customer service, a call center, or a customer support role in insurance, healthcare, banking, utilities, property management, or retail, the skills you have today transfer directly. We will teach you our systems, our products, and our industry.

• Collect past-due balances: contact customers by phone and email to follow up on overdue invoices, confirm payment status, and secure payment.
• Resolve billing questions and disputes: research invoice discrepancies, explain charges clearly, and work with internal teams to correct errors quickly.
• Set up payment arrangements: negotiate payment plans, process payments, and apply cash accurately to customer accounts.
• Manage accounts receivable: work the AR aging report, prioritize accounts by risk and balance, and
  ** escalate
  * * delinquent accounts per our credit and collections policy.
• Keep clean records: document every customer interaction, promise to pay, and account update in our billing and CRM systems.
• Partner across the business:collaborate with Operations, Sales, and branch teams to resolve service and invoicing issues and protect customer relationships

• Manage a portfolio of customer accounts andmaintainaccurateaging reports through proactive follow-up.
• Partner with Operations, Account Management, and Service teams to resolve billing issues quickly and accurately.
• Identify and escalate uncollectable balances, prepare recommendations for demand letters, agency submissions, or write offs.
• Analyze payment trends to support collections strategy and help reduce Days Sales Outstanding.
• Support process improvements, including automation and reporting enhancements, to make AR operations more efficient.
• Handle accounting inquiries andassistwith special projects that support the team’s success.
• Approach challenges with curiosity, collaboration, and solution-first mindset.

• High school diploma or equivalent.
• 1+ years of experience in billing, collections, accounts receivable, customer service, or a call center environment.
• Comfortable handling a high volume of inbound and outbound phone calls with a professional, empathetic, and confident tone.
• Strong negotiation, problem-solving, and follow-through skills.
• Accurate data entry and working knowledge of Microsoft Office, especially Excel and Outlook.
• Ability to stay organized, manage a large account portfolio, and meet…