Job Description

Who We Are

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission? To be the best fire protection company the industry has ever seen.

The Opportunity

Encore Fire Protection is hiring a Billing Customer Service Representative (Billing & Collections Specialist) to join our team. If you aren’t afraid to be on the phone, this is the job for you. In this role, you will be the friendly, professional voice that helps our customers understand their invoices, resolve billing questions, and get past-due accounts back on track. It is a customer service job with a collections and accounts receivable focus, and you will keep cash flowing for one of the fastest-growing fire protection companies on the East Coast.

No collections title required. If you have worked in billing, accounts receivable, collections, accounts payable, payment processing, credit, customer service, a call center, or a customer support role in insurance, healthcare, banking, utilities, property management, or retail, the skills you have today transfer directly. We will teach you our systems, our products, and our industry.

Key Responsibilities

• Collect past-due balances: contact customers by phone and email to follow up on overdue invoices, confirm payment status, and secure payment.
• Resolve billing questions and disputes: research invoice discrepancies, explain charges clearly, and work with internal teams to correct errors quickly.
• Set up payment arrangements: negotiate payment plans, process payments, and apply cash accurately to customer accounts.
• Manage accounts receivable: work the AR aging report, prioritize accounts by risk and balance, and escalate delinquent accounts per our credit and collections policy.
• Keep clean records: document every customer interaction, promise to pay, and account update in our billing and CRM systems.
• Partner across the business: collaborate with Operations, Sales, and branch teams to resolve service and invoicing issues and protect customer relationships.

What You Bring to the Table

• High school diploma or equivalent.
• 1+ years of experience in billing, collections, accounts receivable, customer service, or a call center environment.
• Comfortable handling a high volume of inbound and outbound phone calls with a professional, empathetic, and confident tone.
• Strong negotiation, problem-solving, and follow-through skills.
• Accurate data entry and working knowledge of Microsoft Office, especially Excel and Outlook.
• Ability to stay organized, manage a large account portfolio, and meet daily collection goals.

What Will Make You Stand Out?

• Experience with B2B or commercial collections, or a service, construction, or field services business.
• Familiarity with an ERP or billing system (for example Sage, NetSuite, Salesforce, or similar) and cash application.
• Associate or bachelor’s degree in accounting, finance, or business.
• A track record of lowering days sales outstanding (DSO) or improving collection rates.

#LI-SM1

Beyond the Paycheck

At Encore, we’re all about creating a culture where success is celebrated. We recognize that our work makes people’s lives safer, and we reward those who contribute to our growth. Here’s what you can expect:

• Competitive Pay: Hourly rate based on experience with a performance-based bonus opportunity.
• Tuition Assistance: Paid tuition for fire protection-related schooling needed to obtain licensing.
• Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.
• Swag: High-quality company swag and attire (t-shirts, hoodies, jackets) – at least twice a year.
• People-Focused Culture: We know our greatest strength is our people. That’s why we’ve built a culture that encourages experimentation, learning, and improving together. You’ll have the space to share your ideas and help shape a company that is constantly growing.
• Tools for Success: Access to leading-edge web-based productivity tools.
• Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.

EEO Statement

At Encore Fire Protection, we protect people and property, and that starts with how we treat each other. We are an Equal Opportunity Employer and welcome applicants of all backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, veteran status, status as a protected veteran, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you need a reasonable accommodation at any point during the application or interview process, please let us know at resumes@encorefireprotection.com.