Customer Administrator

About the role

The Customer Administrator Commercial Service plays a key role in managing service work-order billing, accounts receivable, collections, and customer inquiries for a busy commercial service department. This full-time, on-site position is based in Western Massachusetts (Ludlow, MA) and operates Monday through Friday from 7:00 a.m. to 4:00 p.m. The role focuses on accurately invoicing completed service work, pursuing and resolving past-due commercial balances, addressing billing discrepancies, and maintaining well-organized service and billing records. The Customer Administrator serves as a primary point of contact for commercial customers regarding invoice status, billing questions, and service history, and is ideal for someone with prior billing experience in a commercial HVAC, mechanical, or plumbing contracting environment who can manage collection matters professionally while sustaining strong customer relationships. This is a Contract to Hire position. The anticipated application close date is Oct 26, 2026.

Responsibilities

• Prepare accurate invoices for completed service work orders, including time-and-material calls, preventive maintenance agreements, emergency service, and quoted repairs.
• Review technician documentation for accuracy and completeness, ensuring labor hours, overtime, materials, equipment information, and descriptions of work performed are correctly recorded.
• Apply appropriate labor rates, material markups, trip charges, and contract pricing to all service work invoices.
• Follow customer-specific billing requirements, including use of purchase-order numbers, adherence to not-to-exceed limits, inclusion of supporting documentation, and submission through online billing portals.
• Meet established billing standards and deadlines to ensure timely and accurate invoicing.
• Monitor open invoices and contact customers regarding past-due balances through telephone calls and written correspondence.
• Investigate and resolve billing disputes, short payments, documentation issues, and rejected portal submissions in a timely and professional manner.
• Prepare and distribute customer statements to support ongoing collections and accounts receivable processes.
• Maintain accurate, current accounts-receivable aging reports for management review and decision-making.
• Escalate delinquent accounts to management with appropriate supporting documentation and clear summaries of collection efforts.
• Serve as a primary contact for commercial customers regarding billing inquiries, service history, and invoice status, providing clear and courteous support.
• Communicate effectively with property managers, facility managers, building engineers, and other customer contacts to resolve billing and service-related questions.
• Answer and direct incoming service calls professionally, ensuring customers reach the appropriate personnel or resources.
• Assist with scheduling and dispatching service calls as needed to support smooth service operations.
• Maintain organized, accurate, and audit-ready work orders, service records, and billing files to support internal controls and compliance.
• Manage a high volume of service work orders while maintaining accuracy, timeliness, and attention to detail.

Skills

• Minimum of two years of service-billing experience with a commercial HVAC, mechanical, or plumbing contractor.
• Demonstrated experience in commercial collections or accounts receivable, including managing past-due balances and resolving disputes.
• Working knowledge of commercial service operations, including time-and-material billing, contract billing, preventive maintenance agreements, and common equipment and parts terminology.
• Strong customer service skills with the ability to serve as a primary point of contact for commercial customers.
• Excellent verbal and written communication skills for interacting with customers and internal teams.
• Ability to handle collection conversations firmly, courteously, and professionally.
• Exceptional attention to detail and accuracy in invoicing, documentation review, and recordkeeping.
• Strong organizational skills and the ability to manage deadlines in a fast-paced environment.
• Ability to manage a high volume of service work orders without compromising quality.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Competence in data entry and use of billing systems and customer support tools.
• Experience working within a commercial service environment supporting property managers, facility managers, and building engineers.
• Familiarity with online billing portals and customer-specific billing requirements such as purchase-order numbers and not-to-exceed limits.
• Ability to interpret and apply contract pricing, labor rates, material markups, and trip charges.
• Comfort with handling both telephone and written correspondence for collections and customer inquiries.
• Interest in growing within a fast-growing manufacturing and service-oriented company with room for internal career advancement.

Benefits

• Medical, dental & vision