Customer Service Representative

The CSR / Billing Specialist owns the office workflow from customer call through job invoicing to materials receiving. This role is responsible for accurate, timely billing in ServiceTitan, customer service for inbound calls and inquiries, and the receiving and reconciliation of purchase orders for materials coming into the branch. The position is a critical link between customers, technicians, vendors, and the office, and directly impacts cash flow, customer experience, and operational efficiency.

• Review completed jobs in ServiceTitan prior to invoicing to confirm accuracy.
• Verify pricing matches approved quotes, labor hours align with timesheets and GPS, and materials and PO lines are correct.
• Confirm required customer POs are received before invoice release.
• Convert technician notes into clean, professional, customer-facing job summaries.
• Categorize invoices correctly (service, installation, preventative maintenance) and attach required documentation, photos, and forms.
• Send invoices via ServiceTitan email and through customer portals.
• Track invoice status to ensure timely delivery and zero backlog.

• Submit invoices through customer billing portals such as SAP, Coupa, Corrigo, and other GC and facility management platforms.
• Upload required documentation including W-9s, COIs, service reports, POs, and photos.
• Troubleshoot rejected invoices and resubmit promptly to keep the AR pipeline clean.
• Ensure compliance with each customer's billing requirements and timelines.

• Receive incoming materials and verify against purchase orders and packing slips.
• Enter material receipts into ServiceTitan accurately and on time.
• Flag and document discrepancies including shortages, damaged items, and incorrect shipments.
• Coordinate with vendors and internal teams to resolve material and PO issues.

• Answer inbound calls professionally and efficiently.
• Assist customers with scheduling, invoice questions, and payment inquiries.
• Route calls to the appropriate department (dispatch, sales, service).
• Maintain strong communication with technicians and office staff to keep jobs moving.

• Maintain clean, accurate job records in ServiceTitan, including job statuses, line items, and PM memberships.
• Tag PM opportunities and ensure follow-up estimates are sent when needed.
• Maintain organized digital records for invoices, POs, and job files.
• Support payment processing coordination, document management, and general office operations.

• High school diploma or equivalent required.
• 2+ years of experience in billing, invoicing, AR, or customer service in a service, trades, or B2B environment.
• Strong attention to detail and process discipline; able to catch mistakes others miss.
• Strong written and verbal communication skills, including the ability to turn rough field notes into clear, professional customer-facing summaries.
• Comfortable working in a high-volume, fast-paced phone, email, and software environment.
• Organized, deadline-driven, and able to manage multiple priorities at once.
• Proficient with computers and standard office software; able to learn new systems quickly.
• Experience with ServiceTitan preferred.
• Experience with customer billing portals (SAP, Coupa, Corrigo, or similar) preferred.
• Construction, commercial doors, or other trades / field service industry background preferred.
• Familiarity with purchase orders, job costing, and material receiving preferred.

• Invoices sent within 24 hours of job completion.
• First-pass invoice accuracy of 98% or higher.
• Required POs collected before invoice release.
• Low invoice rejection rate across customer portals.
• Clean, professional job summaries on every invoice.
• Accurate, on-time material receipts in ServiceTitan.