Billing & Collections Specialist

About the Role

Marmic Fire & Safety is seeking a Billing & Collections Specialist to accurately process and bill fire protection service work orders for National Account customers and their locations. This role requires strong attention to detail, excellent customer service skills, and the ability to manage a high-volume workload in a fast-paced environment. While remote flexibility is available, preference will be given to candidates who reside within a 40-mile radius of Joplin, MO, and are able to work onsite three days per week.

Responsibilities

• Customer Communication & Account Support
  • Serve as a primary point of contact for customer billing and payment inquiries.
  • Answer incoming customer phone calls and emails regarding invoices, payment status, billing questions, and account concerns.
  • Initiate outgoing calls and email communication related to collections, account follow-up, missing documentation, and dispute resolution.
  • Professionally handle customer disputes, escalations, and billing concerns while working toward timely resolution.
  • Provide clear and accurate communication to customers, branch personnel, and affiliate partners regarding account activity and invoice status.
  • Maintain a high level of professionalism and customer service in all communications.
• Billing & Invoice Management
  • Process completed service work orders through Marmic software systems and customer-specific billing portals.
  • Perform detailed data entry, invoice generation, and supporting documentation submission for regional customers.
  • Prepare accurate line-item invoices in multiple customer-required billing formats.
  • Verify pricing, labor, materials, and scope details prior to invoice submission.
  • Ensure invoices are submitted accurately and within customer-required timelines.
  • Monitor billing queues (e.g., “can’t bill” / pending approval) and proactively drive resolution with branch/service teams.
• Collections & Accounts Receivable
  • Monitor assigned Accounts Receivable aging reports and proactively follow up on outstanding balances.
  • Conduct collection activities including customer outreach via phone and email regarding overdue invoices and payment status.
  • Research and resolve past due balances, short pays, unapplied payments, overpayments, and disputed invoices.
  • Partner with customers, branches, and internal departments to drive timely payment resolution.
  • Maintain detailed collection notes and documentation regarding customer communications and payment activity.
  • Support departmental collection goals, DSO targets, and overall AR performance metrics.
• Customer & Partner Relations
  • Build and maintain professional relationships with customers, branches, and affiliate partners.
  • Deliver a high level of customer service while balancing collection and payment expectations.
  • Support operational teams with billing-related questions and customer account needs.
  • Meet or exceed departmental KPIs, SLAs, and customer service expectations.
• Discrepancy Resolution
  • Investigate and resolve pricing discrepancies, billing questions, and customer concerns.
  • Coordinate with Marmic branches, affiliates, technicians, and customers to obtain missing documentation or corrections needed for billing.
  • Assist with rebills, credit memos, and invoice corrections as needed.
• Documentation & Reporting
  • Maintain accurate records and supporting documentation for all billing and collection activity.
  • Review customer scopes of work, contracts, and job-specific pricing requirements to ensure compliance.
  • Support month-end close processes by ensuring jobs are billed accurately and progressed appropriately.
  • Assist leadership with reporting and tracking of billing and collections metrics.

Requirements

• High school diploma or GED.
• 2+ years of experience in billing/invoicing and/or accounts receivable support (service, construction, or project-based billing preferred).
• Proficiency with billing systems and portals; ServiceTrade experience strongly preferred.
• Experience with ERPs such as Sage and/or NetSuite.
• Strong attention to detail and organization; able to manage high volumes and competing deadlines.
• Strong written and verbal communication skills; professional customer-facing presence.

Preferred Qualifications

• Experience with complex customer billing portals and varying customer submission requirements.
• Familiarity with service operations workflows (work orders, approvals, completion documentation).
• Intermediate Excel skills (filters, pivots, reconciliation support).
• Reside within a 40-mile radius of Joplin, MO, and are able to work onsite three days per week.

Benefits

• Employee Ownership Program.
• Company-paid training programs and on-the-job training.
• Tele-health services if healthcare coverage is elected.
• 401K plan with up to a 4% company match.
• Medical, Dental, and Vision Insurance effective the first of the month following your start date.
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year.
• 7 Paid Holidays annually.

About Us

Since 1951, Marmic has focused on one mission: protecting the communities we serve. What began as a small, family-run fire protection business has grown into a trusted national partner for complete fire and life safety services. With 1,300+ team members and more than 50,000 customers, we deliver local, personal support backed by the strength and resources of a national organization. As an employee-owned company, every team member shares in the success they help create, fostering a culture of teamwork, accountability, and pride in craftsmanship.