Hybrid Billing and Collections Supervisor en FSS Technologies

Billing and Collections Supervisor

Industry: Fire Alarm, CCTV, Access Control, Intrusion Detection

Job Type: Full-Time

Ready to Lead a Team That Keeps Our Business Moving?

Join a fast-growing, purpose-driven company where your leadership directly supports the health and growth of the business. At FSS Technologies, we don’t just provide life safety solutions — we ensure our customers are protected, supported, and billed with accuracy and care.

If you’re a motivated, detail-oriented professional who thrives on keeping processes running smoothly, guiding a team, and maintaining strong client relationships, this is your chance to grow with a company that invests in you and believes in promoting from within.

About FSS Technologies

At FSS Technologies, protecting lives and property isn’t just what we do — it’s who we are. Every day, we live our mission: to protect lives and property through industry-leading life safety and electronic safety solutions. It’s the purpose that fuels our drive, sharpens our focus, and defines the way we serve our customers.

We’re building something bigger than security systems. Our vision is to grow FSS Technologies into a $250 million industry leader, creating a dynamic and enjoyable environment for our team while helping 125,000 businesses safeguard their people and their future. It’s ambitious — and that’s exactly how we like it.

We bring this vision to life by living our core values:

• Excellence — We deliver nothing less than world-class service.
• Integrity — We do what’s right, even when no one is watching.
• Accountability — We own every result and stand behind our work.
• Professionalism — Every customer interaction is respectful, knowledgeable, and solution-driven.
• Results-Oriented — Because outcomes matter in life safety.
• Extreme Ownership — We don’t pass the buck. We push for better, every time.

At FSS Technologies, we don’t just protect what matters — we own it, live it, and lead it.

What You’ll Do

Key Responsibilities:

The Supervisor of the Customer Management Team (CMT) supports the daily functions of managing customer accounts, including cash collection, updating account information, and entering new customers into the Fieldhub environment. The CMT Supervisor assists in coordinating team activities, monitoring progress toward departmental goals, and ensuring standard procedures are followed. This role also provides training support, answers questions, and serves as the first point of contact for escalating routine issues from team members.

• Daily Operations Oversight – Monitor and support the team in completing daily tasks, including account updates, payment posting, and email management.
• Cash Collection Tracking – Track and report daily collections progress, ensuring the department stays on pace to meet monthly goals.
• Document Management – Verify contracts and project documentation are uploaded into Fieldhub within required timelines.
• Payment Processing – Ensure checks and electronic payments are accurately applied to the correct accounts and deposited promptly.
• Team Support & Training – Assist in onboarding new team members, provide guidance on processes, and help cross-train associates.
• Performance Monitoring – Review weekly productivity reports and address areas where associates fall below minimum standards.
• Email & Ticket Management – Ensure shared email boxes are cleared daily and customer requests are responded to within 24 business hours.
• Issue Escalation – Identify unresolved customer, payment, or service concerns and escalate them to the Manager within required timeframes.
• Collaboration – Work with other departments (e.g., Service, Sales, Operations) to resolve account-related issues and maintain positive client relationships.
• Process Compliance – Ensure all team activities follow company policies, procedures, and compliance standards.

What We’re Looking For

Qualifications:

• Understanding of the importance of cash collections in driving business operations.
• Strong verbal and written communication skills.
• Ability to maintain positive relationships and handle basic conflict resolution.
• Good organizational skills and attention to detail.
• Problem-solving ability for routine issues, with willingness to escalate complex matters.
• Ability to prioritize and manage multiple tasks simultaneously.
• Demonstrates integrity, professionalism, and confidentiality in all interactions.
• Proficient in Microsoft Office Suite or related software.
• Familiarity with Fieldhub is preferred.
• High school diploma or equivalent required; associate degree in Business Administration or related field preferred.
• Prior experience in billing, collections, or customer account management preferred.
• Previous experience in a team lead or training role is a plus.

Performance Metrics:

• Daily Workflow Oversight: Review and confirm that all assigned tasks are completed by the team each day, including account updates, payment posting, and email responses.
• Cash Collection Monitoring: Track daily collections and report progress toward monthly department goals to the Manager by the end of each week.
• Contract & Project Uploads: Verify that 100% of contracts and project documents received each day are uploaded into Fieldhub within 24 hours.
• Check Processing: Ensure all checks received are applied to correct accounts and deposited within one business day of receipt.
• Training & Cross-Training: Assist with training new hires within their first 30 days and document cross-training progress for existing staff monthly.
• Productivity Tracking: Review team productivity metrics weekly, ensuring all associates meet or exceed the department’s minimum processing requirements.
• Email Management: Confirm shared email boxes are cleared daily and that no messages remain unanswered for more than 24 business hours.
• Issue Escalation: Identify and escalate any unresolved account, payment, or service issues to the Manager within one business day of becoming aware of them.

Key Traits for Success:

• Detail-Oriented – Consistently reviews work for accuracy, ensuring invoices, payments, and account updates are error-free.
• Organized – Manages multiple priorities, deadlines, and team tasks without losing track of progress.
• Clear Communicator – Explains expectations, procedures, and feedback in a way that team members and clients understand easily.
• Problem-Solver – Identifies issues early, proposes solutions, and escalates appropriately when necessary.
• Approachable Leader – Builds trust with team members, encourages questions, and supports professional growth.
• Accountability-Minded – Takes ownership of assigned tasks and follows through until completion.
• Calm Under Pressure – Maintains professionalism and composure during urgent situations or client escalations.
• Process-Oriented – Follows established procedures and identifies opportunities for process improvement.
• Results-Driven – Keeps team focused on meeting daily, weekly, and monthly goals.
• Integrity-Focused – Handles sensitive financial information with discretion and adheres to ethical standards.

Salary & Compensation

• Base Salary: $25-$30 per hour

Commitment to Inclusion

FSS Technologies is proud to be an Equal Opportunity Employer. We value diverse perspectives and are committed to building an inclusive, supportive workplace for people of all backgrounds.

Ready to Make a Real Impact?

If you’re looking for a career, not just a job, and want to work for a company where you’re empowered, supported, and rewarded, apply today and start your journey with FSS Technologies.