Billing and Operations Coordinator

Company Overview

Phoenix Billing Solutions provides utility billing for residential and commercial properties. We strive for accurate and timely billing for our clients while providing a positive experience. We focus on efficiency, teamwork, and exceptional customer service, empowering our employees to contribute to client success.

Job Summary

The Billing & Operations Coordinator is a multi-functional position responsible for supporting the day-to-day billing, customer service, property onboarding, administrative, and business development needs of Phoenix Billing Solutions.

This individual will assist with billing processes, resident and client inquiries, account maintenance, property onboarding, payments, and general office operations. The Coordinator will also play an active role in supporting company growth through cold calling, inside sales, prospect follow-up, client outreach, and attendance at HOA/Board and property management meetings.

The ideal candidate is organized, detail-oriented, personable, and comfortable switching between administrative work, customer service, billing responsibilities, and sales activities throughout the day. This person should be equally comfortable working independently at a computer, speaking with residents and clients, picking up the phone to contact a prospective client, and professionally representing Phoenix Billing Solutions in a Board or client meeting.

Because Phoenix Billing Solutions is a growing company with a small team, flexibility and a willingness to assist outside of primary job responsibilities are essential to this role.

Key Responsibilities

Billing & Account Support

• Assist with the preparation, review, and processing of property billing.
• Audit billing for accuracy and make necessary revisions and corrections.
• Assist with page-by-page billing edits and quality-control reviews.
• Process and maintain custom billing pay groups.
• Maintain accurate billing records and account information.
• Assist with account reconciliations and research billing discrepancies.
• Process incoming resident and property payments, including checks.
• Prepare deposits and maintain appropriate supporting documentation.
• Process and research chargebacks, returned payments, and Non-Sufficient Funds (NSF) transactions.
• Assist with billing corrections, account adjustments, move-in/move-out changes, and other account updates.
• Follow established billing schedules, procedures, and deadlines.
• Assist with additional billing and account-related responsibilities as needed.

Property Onboarding

• Serve as a point of contact for new properties following contract execution.
• Communicate with property representatives to gather information and documentation necessary for account setup.
• Assist with setting up new properties within applicable billing systems.
• Verify accounts and property information are properly configured prior to the start of billing.
• Follow up with property representatives regarding missing or incomplete onboarding information.
• Help coordinate the transition of new properties into regular billing operations.
• Maintain organized onboarding documentation and account records.

Customer Service & Client Support

• Answer incoming calls and respond to resident and client inquiries professionally and courteously.
• Monitor and respond to customer and client emails in a timely manner.
• Research account questions and provide clear and accurate information regarding billing, payments, and account activity.
• Assist with customer service questions or issues that require additional research or support.
• Work with residents, property managers, and other client contacts to resolve billing and account concerns.
• Document customer interactions, account updates, and resolutions within applicable systems.
• Escalate complex, sensitive, or unusual situations to leadership when appropriate.
• Follow through on customer and client issues to ensure they are appropriately resolved.
• Maintain a high level of professionalism and customer service in all interactions.

Business Development & Inside Sales

• Support Phoenix Billing Solutions’ ongoing business development and client acquisition efforts.
• Conduct outbound cold calls to prospective property management companies, communities, HOA representatives, Board members, and other potential clients.
• Research and identify prospective clients and new business opportunities.
• Initiate contact with prospective clients by phone, email, and other outreach methods.
• Introduce prospective clients to Phoenix Billing Solutions and communicate the company’s services, capabilities, and value.
• Develop rapport with prospective clients and identify opportunities where Phoenix Billing Solutions may be able to assist.
• Consistently follow up with leads and prospective clients to maintain relationships and move opportunities through the sales process.
• Schedule sales meetings, presentations, follow-up calls, and other appointments with prospective clients.
• Maintain accurate and organized records of prospecting activity, conversations, follow-ups, and potential opportunities.
• Assist leadership with preparing for sales presentations, proposals, Board meetings, and prospective client meetings.
• Attend HOA/Board meetings, property management meetings, sales presentations, networking events, and other client-facing meetings as needed.
• Professionally represent Phoenix Billing Solutions when meeting with Board members, property managers, prospective clients, and industry partners.
• Assist with presentations and answer questions regarding Phoenix Billing Solutions’ services when appropriate.
• Support outreach and marketing initiatives designed to generate leads and grow the company’s client base.
• Identify potential opportunities for additional services with existing clients and communicate those opportunities to leadership.

Administrative & Operational Support

• Coordinate with virtual assistants and other support team members regarding billing, customer service, and administrative tasks.
• Review work completed by support team members for accuracy when assigned.
• Maintain organized electronic records, documentation, and client information.
• Assist with data entry, reporting, account research, and other administrative responsibilities.
• Help identify recurring billing, customer service, or operational issues and communicate them to leadership.
• Assist with special projects and company initiatives.
• Provide general office and operational support as needed.
• Assist other team members during high-volume periods or when additional support is needed.

Field & Work Order Support

• Assist with coordinating work orders related to utility billing equipment and property needs.
• Assist with battery replacements as needed.
• Assist with down gateways, equipment replacements, and related property issues.
• Communicate with properties, vendors, and team members regarding open work orders and their status.
• Maintain accurate documentation of work orders and completed work.
• Visit properties when necessary to support operational needs.

Qualifications

Required

• Previous experience in billing, customer service, office administration, inside sales, property management, accounting, or a related field preferred.
• Strong organizational skills and exceptional attention to detail.
• Excellent written and verbal communication skills.
• Strong customer service and problem-solving abilities.
• Comfortable making outbound cold calls and initiating conversations with prospective clients.
• Confident communicating with property managers, HOA/Board members, business professionals, residents, and other decision-makers.
• Comfortable attending and participating in client meetings, HOA/Board meetings, networking events, and sales presentations.
• Ability to communicate services clearly and professionally.
• Ability to manage multiple responsibilities, prioritize workload, and meet deadlines.
• Ability to work independently while also contributing as part of a small team.
• Comfortable learning new software, systems, and processes.
• Proficiency with Microsoft Office and general computer applications.
• Experience with billing, accounting, CRM, or property management software is a plus.
• Previous inside sales, business development, or outbound calling experience is a plus.
• Experience working with virtual or remote team members is a plu

Key Attributes

• The ideal candidate will be:
• Highly organized and detail-oriented.
• Professional, personable, and approachable.
• Confident speaking with new people and building relationships.
• Comfortable picking up the phone and making cold calls.
• Persistent and consistent with sales follow-up without being overly aggressive.
• Comfortable speaking with and presenting information to HOA Boards, property managers, and other groups.
• Customer-service focused and able to remain professional during difficult conversations.
• Able to research problems and work toward solutions independently.
• Accountable and committed to following tasks through to completion.
• Adaptable and comfortable with changing priorities.
• Able to move between billing, customer service, sales, and administrative responsibilities throughout the day.
• Team-oriented and willing to assist outside of primary responsibilities when needed.
• Comfortable working in a growing small-business environment where responsibilities may evolve over time.

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• On-site gym
• Paid sick time
• Paid time off
• Vision insurance

Application Question(s):

• Are you comfortable making outbound cold calls to prospective clients and consistently following up with leads?
• Are you comfortable attending HOA/Board meetings and speaking professionally with board members, property managers, and other decision-makers?
• How many years of experience do you have in billing, customer service, office operations, property management, inside sales, or a similar role?
• This position involves a combination of billing, customer service, administrative work, cold calling, sales follow-up, and occasional property or client visits. Are you comfortable regularly switching between these types of responsibilities?
• Tell us about a time you had to handle multiple priorities at once. How did you stay organized and make sure important tasks were completed accurately and on time?

Work Location: In person