Billing and Customer Accounts Coordinator

A-Abel Family of Companies

Billing and Customer Accounts Coordinator

Department: Accounting and Office Administration

Reports To: Accounting
Manager

Status: Full Time, Hourly, Non-Exempt

Location: 440 Congress Park Drive, Dayton, OH 45459

Schedule: Monday through Friday, 7:30 AM to 4:30 PM, in office

Revised: October 2026

Position Summary

The Billing and Customer Accounts Coordinator keeps money moving into the company and keeps customers taken care of after the work is done. This role owns collections on all open invoices and permit filing and inspection scheduling across all three of our trades. It also handles happy calls to our customers after completed jobs, runs monthly membership billing, and serves as a backup to the Customer Service team when call volume is heavy or the office is short handed.

We are a family owned business and have been since 1937. The person in this seat talks to our customers regularly, so we are looking for someone who can be firm about getting an invoice paid and still leave the customer feeling good about A-Abel.

Collections

• Manage the collections process for all A-Abel companies
• Own collections on all open invoices from the day they go unpaid, including phone calls, statements, and payment arrangements
• File liens on delinquent accounts and follow through to release
• Keep the aging report current and review it with the Office Manager weekly
• Flag accounts that need to go to small claims or outside collections

Permits and Compliance

• Submit electrical permits and schedule inspections
• Submit plumbing permits, including gas and water heater permits
• Submit and track backflow test forms
• Track all open permits through inspection and close out, and follow up on anything that stalls
• Maintain jurisdiction contacts, fee schedules, and filing requirements for the areas we serve

Happy Calls

• Call customers after completed jobs to confirm the work was done right and they were treated well
• Document the customer response on the job in ServiceTitan
• Escalate any complaint or unresolved issue to the appropriate manager the same day, do not let it sit
• Ask happy customers for a Google review and send the review link
• Report recurring themes, good and bad, to management so we can coach to them

Monthly Membership Billing

• Run monthly membership billing in ServiceTitan and confirm every recurring service agreement bills on schedule
• Work declined and failed payments, contact the customer for updated card or bank information, and reprocess
• Maintain membership records, including new enrollments, renewals, cancellations, upgrades, and billing changes
• Reconcile membership revenue each month and report active member counts, new adds, and cancellations
• Coordinate with dispatch so members who are due for service get scheduled

Customer Service Backup

• Answer incoming calls and book jobs in ServiceTitan when call volume spikes or CSRs are out
• Follow the same booking standards, greeting, and phone etiquette as the Customer Service team
• Assist with confirmation calls, rescheduling, and customer follow up as needed
• Stay current on our service offerings, membership plans, and pricing well enough to answer basic customer questions

Office Support

• Receive and distribute company mail
• Provide general administrative support to the office as needed

Qualifications

We are willing to train the right person. If you are organized, good with people, and willing to learn, we would rather teach you our systems than pass on someone with the right attitude.

• Comfortable talking with customers on the phone, including conversations about money that is owed
• Organized and accurate with details and recordkeeping
• Able to juggle several recurring deadlines in the same week without dropping any of them
• Basic computer skills and a willingness to learn new software
• Discretion with customer payment information and company financials

Preferred, but not required:

• Experience in accounts receivable, collections, billing, or a similar office role
• Experience filing permits with local building departments
• ServiceTitan experience
• Home services, construction, or trades background

Benefits

• Health insurance
• Paid time off
• Retirement plan with company match

What Success Looks Like

• Past due balances over 30 days trend down quarter over quarter
• Permits are filed same day or next day and nothing sits waiting on an inspection we forgot to schedule
• Happy calls are completed on a consistent percentage of jobs and issues get surfaced fast
• Membership billing runs clean every month with declined payments worked within the week
• Customers who deal with this role feel taken care of, even the ones getting a collection call

This job description outlines the primary duties of the position and is not intended to be an exhaustive list. Duties may be adjusted as the needs of the business change.