Receivables Support Representative

📋 Description

• • As a Receivables Support Representative at Pavago, you will be at the forefront of safeguarding the company's revenue and accelerating cash flow. This critical full-time, remote role operates within U.S. business hours and is designed for individuals who possess a keen eye for detail, unwavering persistence, and a proactive approach to problem-solving.
• • Your primary responsibility will be to manage past-due accounts, meticulously investigate and resolve billing discrepancies, and actively drive the resolution of outstanding payments. You will be the operational engine of our receivables function, taking ownership of investigations, managing customer cases, conducting collections follow-up, and ensuring comprehensive documentation.
• • This position demands high-volume, intentional communication with customers via both phone and email. You will be tasked with engaging customers to understand their concerns, explain billing details, and secure timely payments, all while maintaining a high standard of customer experience.
• • A key aspect of this role is acting as a frontline ambassador for Pavago. Every interaction should leave the customer feeling informed, confident, and satisfied, even when discussing sensitive topics like overdue payments. This requires a delicate balance of urgency in pursuing resolution and empathy in understanding customer situations.
• • You will be expected to exhibit discipline in your follow-up cadence, ensuring that no account falls through the cracks and that resolutions are achieved efficiently.
• • A significant part of your day will involve investigating billing questions and concerns that arise during collections efforts, or through direct inbound phone or email inquiries, or internal referrals from other departments.
• • You will be responsible for identifying the root causes of invoicing errors or account setup issues. This involves not just correcting the immediate problem but also implementing solutions to prevent similar issues from occurring in the future.
• • Maintaining detailed and accurate records is paramount. You will open, manage, and meticulously update Salesforce cases for all customer interactions related to receivables, ensuring that each case clearly outlines the issue, the steps taken during the investigation, and the final resolution.
• • When recurring issues point to broader operational trends, you will contribute to the creation of Standard Operating Procedures (SOPs) or data projects to address these systemic problems.
• • Before closing any billing-related case, you must confirm that the customer fully understands the resolution and is satisfied with the outcome.
• • In the realm of collections and payment execution, you will conduct outbound calls and send emails to customers with past-due invoices, aiming to secure immediate payment or firm payment commitments.
• • A disciplined and consistent follow-up strategy is essential to ensure that accounts are moved towards resolution without delay.
• • You will document customer behaviors, payment trends, and commitments within Salesforce. This data will be invaluable for refining future collections strategies and improving effectiveness.
• • Proactively identifying and pursuing opportunities to convert customers to automatic payment methods (auto-pay) will be a key objective, as this significantly reduces the risk of future delinquency.
• • Managing your daily outbound collections tasks efficiently is crucial for minimizing aging balances and protecting Pavago's revenue.
• • Clear, professional, and confident communication is expected in all billing and collections interactions. You will provide proactive updates to customers regarding the status of their billing investigations, any adjustments made, and their payment status.
• • Close collaboration with service, installation, and other internal operations teams will be necessary to effectively resolve complex invoicing issues that may span multiple departments.
• • By proactively investigating and resolving billing issues, you will help reduce the research workload for the Receivables Coordinator, contributing to overall team efficiency.
• • Maintaining accurate and detailed Salesforce documentation is a continuous requirement, covering all aspects of billing issues, adjustments, resolutions, and customer communications.
• • You will be responsible for tracking receivables-related compliance metrics, ensuring adherence to contract terms and billing accuracy standards.
• • Identifying recurring problems across billing, account setup, or collections processes and recommending actionable improvements will be a vital part of your contribution to continuous improvement.
• • You will present your root-cause findings and proposed improvement opportunities during weekly review meetings, contributing to the strategic enhancement of receivables operations.
• • Ultimately, you will ensure that past-due balances are resolved swiftly, billing issues are fixed at their source, and customers feel supported and confident throughout their interactions with Pavago.