Customer Service Representative (CSR)

Customer Service Representative (CSR) – Accounting DepartmentLocation: viLogics SWFL Office – Naples, FL (Operations Center) – In-Office OnlyPosition Summary:

viLogics is seeking a Customer Service Representative (CSR) for the Accounting Department with a Managed Service Provider (MSP) background to assist clients with invoicing, contract reviews, and billing support. This is strictly in-office position requires daily face-to-face collaboration to ensure seamless financial operations and exceptional client service.

The ideal candidate will have experience in MSP billing processes, client account management, contract reviews, and dispute resolution. Candidates with Kaseya's knowledge and familiarity with PSA (Professional Services Automation) tools such as ConnectWise or Autotask are strongly preferred.

Primary Responsibilities:

• Client Billing Support & Invoicing:
  • Generate, review, and process customer invoices accurately and in a timely manner.
  • Investigate and resolve billing discrepancies while maintaining a high level of customer satisfaction.
  • Work closely with clients to explain invoice details, ensure transparency, and resolve any disputes.
  • Assist with accounts receivable (AR) follow-ups and collections as needed.
• Contract Management & Review:
  • Review customer contracts, agreements, and SLAs (Service Level Agreements) to ensure accurate billing.
  • Identify and resolve discrepancies between contracted services and actual billing.
  • Assist in contract modifications and renewals in collaboration with the sales and finance teams.
• Client Account Management & Support:
  • Act as the primary point of contact for customers regarding billing-related inquiries.
  • Provide exceptional customer service, ensuring timely responses to client questions and concerns.
  • Maintain detailed records of client interactions, contract terms, and invoice adjustments.
• Internal Collaboration & Reporting:
  • Work closely with the finance, sales, and service teams to ensure alignment between services delivered and billed.
  • Utilize PSA tools (preferably Kaseya BMS, ConnectWise, or Autotask) to track customer accounts, contracts, and billing activity.
  • Assist in preparing financial reports, audits, and reconciliation tasks related to billing.

Required Qualifications:Education:

• Associate’s or Bachelor’s degree in Accounting, Business Administration, Finance, or a related field.

Experience:

• 3 years of experience in a billing, invoicing, or contract management role within an MSP or IT service provider environment.
• Strong knowledge of MSP financial operations, including recurring revenue models, contract-based billing, and service agreements.
• Experience with PSA tools such as Kaseya BMS, ConnectWise Manage, or Autotask is preferred.
• Familiarity with QuickBooks, NetSuite, or other accounting software is a plus.

Skills & Abilities:

• Detail-oriented with strong analytical skills and the ability to identify and resolve discrepancies.
• Excellent communication and interpersonal skills to effectively interact with clients and internal teams.
• Problem-solving mindset with the ability to handle billing disputes and client escalations professionally.
• Ability to multi-task and manage multiple client accounts while maintaining accuracy.
• Strong proficiency in Microsoft Excel (pivot tables, VLOOKUP, financial reporting).
• Understanding of IT service contracts, SLAs, and managed services billing structures.

Additional Requirements:

• This is an in-office role—remote or hybrid work is NOT an option.
• Must possess a valid driver’s license with a clean record.
• Must be able to pass a full background check.
• Must be able to pass a drug and alcohol screening.

Working Conditions & Schedule:

• Strictly in-office position based in Naples, FL.
• Standard office hours, Monday-Friday, with potential for overtime as needed.
• viLogics operates 24/7/365, and occasional after-hours support may be required.

If you have MSP experience, a strong client billing and contract management background, and a passion for providing top-tier customer service, we invite you to join our growing team at viLogics!