Customer Service Representative (CSR)

viLogics; Ebensburg (Cambria County); Sur place; USD 52 000 - 70 000; Plein temps

Résumé du poste

viLogics is seeking a Customer Service Representative for the Accounting Department with an MSP background to assist clients with invoicing, contract reviews, and billing support. This is strictly in-office position located in Ebensburg, PA, requiring daily face-to-face collaboration.

The role involves generating invoices, resolving billing discrepancies, AR follow-ups, and contract/R SLA reviews, working closely with finance, sales, and service teams to ensure accurate billing.

Qualifications

• 3+ years of billing, invoicing, or contract-management experience in an MSP or IT service provider.
• Experience with PSA tools such as Kaseya BMS, ConnectWise Manage, or Autotask.
• Familiarity with QuickBooks, NetSuite, or other accounting software is a plus.

Responsabilités

• Generate, review, and process customer invoices accurately and timely.
• Investigate and resolve billing discrepancies while maintaining customer satisfaction.
• Explain invoice details to clients and resolve disputes.
• Assist with AR follow-ups and collections as needed.
• Review customer contracts, agreements, and SLAs to ensure accurate billing.
• Assist in preparing financial reports, audits, and reconciliation tasks.

Connaissances

Detail-oriented

Excellent communication

Problem-solving

Multi-tasking

MS Excel proficiency

Formation

Associate or Bachelor’s degree in Accounting/Business/Finance

Outils

Kaseya BMS

ConnectWise Manage

Autotask

Description du poste

Customer Service Representative (CSR) – Accounting Department

Location: viLogics HQ – Ebensburg,PA (Operations Center) – In-Office Only Position

Summary

viLogics is seeking a Customer Service Representative (CSR) for the Accounting Department with a Managed Service Provider (MSP) background to assist clients with invoicing, contract reviews, and billing support. This is strictly in-office position requires daily face-to-face collaboration to ensure seamless financial operations and exceptional client service.

Primary Responsibilities

• Client Billing Support & Invoicing:
  • Generate, review, and process customer invoices accurately and in a timely manner.
  • Investigate and resolve billing discrepancies while maintaining a high level of customer satisfaction.
  • Work closely with clients to explain invoice details, ensure transparency, and resolve any disputes.
  • Assist with accounts receivable (AR) follow-ups and collections as needed.
• Contract Management & Review:
  • Review customer contracts, agreements, and SLAs (Service Level Agreements) to ensure accurate billing.
  • Identify and resolve discrepancies between contracted services and actual billing.
  • Assist in contract modifications and renewals in collaboration with the sales and finance teams.
• Client Account Management & Support:
  • Act as the primary point of contact for customers regarding billing-related inquiries.
  • Provide exceptional customer service, ensuring timely responses to client questions and concerns.
  • Maintain detailed records of client interactions, contract terms, and invoice adjustments.
• Internal Collaboration & Reporting:
  • Work closely with the finance, sales, and service teams to ensure alignment between services delivered and billed.
  • Utilize PSA tools (preferably Kaseya BMS, ConnectWise, or Autotask) to track customer accounts, contracts, and billing activity.
  • Assist in preparing financial reports, audits, and reconciliation tasks related to billing.

Education

• Associate’s or Bachelor’s degree in Accounting, Business Administration, Finance, or a related field.

Experience

• 3+ years of experience in a billing, invoicing, or contract management role within an MSP or IT service provider environment.
• Strong knowledge of MSP financial operations, including recurring revenue models, contract-based billing, and service agreements.
• Experience with PSA tools such as Kaseya BMS, ConnectWise Manage, or Autotask is preferred.
• Familiarity with QuickBooks, NetSuite, or other accounting software is a plus.

Skills & Abilities

• Detail-oriented with strong analytical skills and the ability to identify and resolve discrepancies.
• Excellent communication and interpersonal skills to effectively interact with clients and internal teams.
• Problem-solving mindset with the ability to handle billing disputes and client escalations professionally.
• Ability to multi-task and manage multiple client accounts while maintaining accuracy.
• Strong proficiency in Microsoft Excel (pivot tables, VLOOKUP, financial reporting).
• Understanding of IT service contracts, SLAs, and managed services billing structures.

Additional Requirements

• This is an in-office role—remote or hybrid work is NOT an option.
• Must possess a valid driver’s license with a clean record.
• Must be able to pass a full background check.
• Must be able to pass a drug and alcohol screening.

Working Conditions & Schedule

• Strictly in-office position based in Ebensburg, PA.
• Standard office hours are Monday through Friday, with potential for overtime as needed.
• viLogics operates 24/7/365, and occasional after-hours support may be required.

If you have MSP experience, a strong client billing and contract management background, and a passion for providing top-tier customer service, we invite you to join our growing team at viLogics!