Service Billing and Collections Specialist

Billing & Collections Specialist

The Billing & Collections Specialist is responsible for accurate and timely invoicing of HVAC service work and proactive management of customer accounts to ensure timely payment. This role works closely with service technicians, dispatch, and customers to resolve billing issues, maintain account accuracy, and support healthy cash flow.

Essential Duties And Responsibilities

Billing & Invoicing

• Generate and process invoices for HVAC service, maintenance, and repair work
• Review technician work orders for accuracy, completeness, and proper coding
• Verify labor, materials, and pricing against service agreements and rate structures
• Submit invoices to customers via appropriate platforms (email, portals, etc.)
• Ensure billing is completed within established timelines

Collections & Accounts Receivable

• Monitor accounts receivable aging and prioritize collection efforts
• Contact customers regarding past-due balances via phone, email, and written communication
• Resolve billing discrepancies and payment issues in a timely manner
• Maintain detailed records of collection activity and customer interactions
• Work with management on escalated or delinquent accounts
• Recommend account holds or service restrictions when appropriate

Customer Service & Coordination

• Respond to customer inquiries regarding invoices, payments, and account status
• Coordinate with service, dispatch, and sales teams to resolve billing questions
• Maintain positive customer relationships while enforcing payment terms
• Assist with contract billing and recurring service agreements

Reporting & Administrative Duties

• Prepare aging reports and provide updates on collection status
• Track key metrics such as DSO (Days Sales Outstanding) and past-due accounts
• Support month-end close processes related to accounts receivable
• Maintain accurate customer account records in ERP/accounting system

Teamwork:

Ability to work collaboratively with service technicians, dispatch, sales, and management to ensure accurate billing and timely collections. Willingness to support team goals, share information, and assist others in resolving customer account issues. Maintains a positive and professional attitude while contributing to a productive work environment.

Safety:

Complies with all company safety policies and procedures. Maintains a safe and organized work environment, including proper workstation ergonomics. Follows office safety practices and participates in safety training as required. Reports any unsafe conditions or incidents promptly.

Supervisory Responsibilities:

This position has no direct supervisory responsibilities. May provide guidance or support to other administrative staff as needed and assist in training new employees on billing and collections processes.

Qualifications:

Required:

• 2+ years of experience in billing, accounts receivable, or collections
• Strong attention to detail and accuracy
• Experience handling customer accounts and resolving payment issues
• Proficiency with accounting software (Spectrum, Sage, ServiceTitan, or similar)
• Strong communication skills (written and verbal)

Preferred:

• Experience in HVAC, construction, or service industry billing
• Familiarity with service work orders and job costing
• Experience with customer portals and electronic invoicing systems

Education and/or Experience:

High school diploma or general education degree (GED) required; associate degree in accounting, business administration, or related field preferred. Minimum of two (2) years of experience in billing, accounts receivable, or collections required. Experience in the HVAC, construction, or service industry is strongly preferred. Equivalent combination of education and experience may be considered.

Computer Skills:

Proficient in Microsoft Office Suite, including Excel, Word, and Outlook. Experience with accounting and service management software such as QuickBooks, Sage, ServiceTitan, or similar ERP systems preferred. Ability to learn new software systems quickly. Familiarity with customer billing portals and electronic invoicing platforms is a plus.

Language Skills:

Ability to read, analyze, and interpret general business documents, contracts, and correspondence. Ability to write clear and professional emails and reports. Strong verbal communication skills with the ability to effectively communicate with customers, coworkers, and management, including handling sensitive or past-due account discussions in a professional manner.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to reconcile account balances and identify discrepancies. Basic accounting math skills required for accurate billing and collections processing.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to identify and resolve billing discrepancies, prioritize collection efforts, and make sound decisions regarding account status. Capable of handling multiple tasks and solving problems in a fast-paced environment with attention to detail.

Physical Demands & Environmental Exposure:

The physical demands and environmental exposure described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk or hear. The associate frequently is required to walk and use hands to operate computer keyboard, mouse and telephone keyboard. The associate is frequently required to sit, stand, walk use hands to operate computer keyboard and telephone. Specific vision abilities are required by this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Other Requirements:

• Ability to pass drug screening
• Ability to prove US employment eligibility

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job. The Employer reserves the right to amend this description at any time with or without notice to the Associate.

Gillette Air Conditioning Company, Inc