Billing Representative I

Inframark LLC; Jersey Village (TX); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Inframark LLC is seeking a Billing Representative I to deliver front-line customer care and billing support for assigned communities. You will handle inbound inquiries, process payments, and update customer accounts to ensure accurate, timely bills.

The role requires 1–2 years of customer service experience, proficiency with Microsoft 365, and the ability to learn CIS/CRM systems while following SOPs. A high school diploma is required, with some college preferred.

Qualifications

• 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.

Responsibilities

• 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; elevate 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.]
• Education & Certifications: High school diploma or equivalent required; some college preferred.

Skills

Customer service

Phone etiquette

MS Office

CRM systems

Attention to detail

Education

High school diploma or equivalent

Some college preferred

Tools

CIS/CRM software

Job description

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.

Key Responsibilities

• 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; elevate 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.

Qualifications

• 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.

Education & Certifications

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

Skills & Competencies (CLEAR Values)

• 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.

Work Environment & Physical Requirements

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.To support a safe and secure workplace, all offers of employment are contingent upon the successful completion of background screening, drug testing, and driving record review where applicable.

Inframark is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Learn more about us at Utility Districts - Inframark