Receivables Support Representative (Remote)

📋 Description

• • As a Receivables Support Representative at Pavago, you will be at the forefront of safeguarding the company's revenue and optimizing cash flow. This critical remote role involves proactively managing past-due accounts, meticulously resolving billing discrepancies, and diligently driving payment resolutions. You will be the operational backbone of our receivables function, taking full ownership of investigations, case management, collections follow-up, and comprehensive documentation.
• • Your primary responsibility will be to engage with customers through high-volume, intentional communication via phone and email. This direct interaction is key to moving accounts toward resolution and ensuring timely payments. You will not only be focused on securing payments but also on serving as a frontline ambassador for exceptional customer experience. Every interaction should leave the customer feeling informed, confident, and satisfied with the process.
• • The role demands a blend of urgency, empathy, discipline, and robust cross-functional collaboration. You will navigate a fast-paced, remote environment, requiring you to be highly organized and proactive in your approach to managing a diverse range of receivables-related tasks.
• • A significant aspect of your role will involve **Receivables Case Management**. This includes thoroughly investigating billing questions and concerns that arise during collections efforts, from inbound inquiries, or through internal referrals. You will be tasked with identifying the root causes of invoicing or account setup issues, implementing necessary corrections, and resolving underlying problems to prevent their recurrence. Maintaining detailed and accurate records in Salesforce is paramount, with each receivables-related customer interaction requiring a dedicated case. You must ensure that these cases are clearly documented, outlining the issue, the investigation process, and the final resolution. When recurring issues point to broader operational trends, you will be instrumental in creating Standard Operating Procedures (SOPs) or initiating data projects to address these systemic challenges. A crucial step before closing any billing-related case is confirming the customer's understanding and satisfaction with the resolution.
• • In **Collections & Payment Execution**, you will be responsible for executing outbound collections strategies via phone and email. Your objective will be to secure payments or firm payment commitments from customers with past-due invoices. A disciplined and consistent follow-up cadence is essential to ensure resolution is achieved. You will meticulously document customer behaviors, trends, and commitments within Salesforce, leveraging this data to enhance future collections effectiveness. Proactively identifying and pursuing opportunities to convert customers to auto-pay is a key initiative to minimize future delinquency and streamline payment processes. Managing daily outbound collections tasks efficiently is vital for minimizing aging balances and protecting the company's revenue stream.
• • **Customer Communication & Internal Coordination** are vital components of this role. You will communicate clearly, professionally, and confidently during all billing and collections interactions, ensuring a positive customer experience even in challenging situations. Providing proactive updates to customers regarding billing investigations, adjustments, and payment status is expected. You will collaborate closely with service, installation, and other internal operations teams to effectively resolve complex invoicing issues. By proactively investigating and resolving billing issues, you will also reduce the research workload for the Receivables Coordinator, contributing to overall team efficiency.
• • Finally, **Documentation & Continuous Improvement** are ongoing responsibilities. You will maintain accurate and detailed Salesforce documentation that covers all billing issues, adjustments, resolutions, and customer communications. Tracking receivables-related compliance metrics tied to contracts and billing accuracy is also part of your remit. You will be encouraged to identify recurring issues across billing, setup, or collections and to recommend process improvements based on your findings. Presenting root-cause analyses and improvement opportunities during weekly reviews will be an important contribution to the team's ongoing development and efficiency.