Customer Service Representative (CSR)

Job Description

Job Description

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.

The ideal candidate will have experience in MSP billing processes, client account management, contract reviews, and dispute resolution . Candidates with Kaseya's knowledge and familiarity with PSA (Professional Services Automation) tools such as ConnectWise or Autotask are strongly preferred.

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.

Required Qualifications: 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!