Billing Representative I

Inframark LLC in; Jersey Village (TX); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Inframark is seeking a Billing Representative I (Finance) to provide front-line customer care and billing support for its communities. You will handle inbound calls and tickets, process payments, and update customer accounts in the CIS to ensure accurate, timely bills.

The role emphasizes accuracy, security, and helping customers resolve routine questions, with performance measured by KPIs such as FCR, QA scores, and adherence. Office/remote environment with training and opportunities for growth.

Qualifications

• 1–2 years of customer service or call center experience.
• Proficiency with Microsoft 365; able to learn CIS/CRM systems.
• Clear communication, empathy, and problem-solving; accurate data entry.

Responsibilities

• Answer inbound calls, emails, and chats and document interactions in CRM/CIS.
• Process payments, set up autopay, and provide balance/usage information.
• Submit and track service requests and simple billing adjustments for approval.
• Research routine bill questions using SOPs and knowledgebase; escalate as needed.
• Update account profiles, mailing addresses, exemptions, and contact preferences.
• Meet KPIs and participate in coaching and training.
• Protect customer data and follow payment security and privacy requirements.

Skills

Collaboration

Leadership

Excellence

Accountability

Respect

Education

High School Diploma or equivalent

Tools

Microsoft 365

CRM systems

Job description

Billing Representative I (Finance)

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; escalse 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