Receivables Support Representative

Description

Summary: This remote Receivables Support Representative role involves managing past-due accounts, resolving billing discrepancies, and driving payment resolution through high-volume customer communication and cross-functional collaboration. Highlights: 1. Protect revenue and accelerate cash flow 2. Own investigations, case management, and collections follow-up 3. Act as a frontline ambassador for customer experience **Job Title:** Receivables Support Representative **Position Type:** Full\-Time, Remote **Working Hours:** U.S. Business Hours **About the Role** We are seeking a highly detail\-oriented and persistent Receivables Support Representative to protect revenue and accelerate cash flow by managing past\-due accounts, resolving billing discrepancies, and driving payment resolution. This role sits on the front line of receivables execution and requires high\-volume, intentional communication with customers by phone and email to move accounts toward resolution. You will serve as the operational engine of the receivables function—owning investigations, case management, collections follow\-up, and documentation. In addition to securing payments, you will act as a frontline ambassador for customer experience, ensuring customers leave each interaction informed, confident, and satisfied. This position requires urgency, empathy, discipline, and strong cross\-functional collaboration in a fast\-paced, remote environment. **Responsibilities** **Receivables Case Management** * Investigate billing questions and concerns raised through collections efforts, inbound phone or email inquiries, or internal referrals. * Identify root causes of invoicing or account setup issues, make necessary corrections, and resolve underlying problems to prevent recurrence. * Open, manage, and maintain Salesforce cases for all receivables\-related customer interactions. * Ensure thorough documentation in Salesforce cases, clearly outlining the issue, investigation, and resolution. * Create SOPs or data projects when recurring issues indicate broader operational trends. * Confirm customer understanding and satisfaction before closing billing\-related cases. **Collections \& Payment Execution** * Execute outbound collections via phone and email for customers with past\-due invoices to secure payment or payment commitments. * Maintain a disciplined and consistent follow\-up cadence until resolution is achieved. * Document customer behaviors, trends, and commitments in Salesforce to improve future collections effectiveness. * Actively identify and pursue opportunities to convert customers to auto\-pay to reduce future delinquency. * Manage daily outbound collections tasks to minimize aging balances and protect revenue. **Customer Communication \& Internal Coordination** * Communicate clearly, professionally, and confidently during all billing and collections interactions. * Provide proactive updates to customers on billing investigations, adjustments, and payment status. * Collaborate closely with service, installation, and internal operations teams to resolve complex invoicing issues. * Reduce research workload for the Receivables Coordinator by proactively investigating and resolving billing issues. **Documentation \& Continuous Improvement** * Maintain accurate, detailed Salesforce documentation covering billing issues, adjustments, resolutions, and customer communications. * Track receivables\-related compliance metrics tied to contracts and billing accuracy. * Identify recurring issues across billing, setup, or collections and recommend process improvements. * Present root\-cause findings and improvement opportunities during weekly reviews. **What Makes You a Perfect Fit** * You are persistent, detail\-oriented, and comfortable following up until resolution is achieved. * You balance urgency with empathy in customer conversations. * You take ownership of problems and see them through to completion. * You are highly organized and disciplined in documentation and follow\-through. * You communicate clearly and collaborate effectively with internal teams. **Required Experience \& Skills** * Experience in receivables, collections, billing support, or customer account management roles. * Proven ability to manage high\-volume customer communication by phone and email. * Strong problem\-solving and analytical skills to identify and resolve billing issues. * Proficiency in Salesforce or similar CRM systems for case management and documentation. * Excellent written and verbal communication skills. * Strong attention to detail and ability to manage competing priorities. **Ideal Experience \& Skills** * Experience working in a structured collections or accounts receivable environment. * Background collaborating with service, installation, or operations teams. * Experience driving auto\-pay adoption or reducing delinquency risk. * Familiarity with root\-cause analysis and process improvement initiatives. **What Does a Typical Day Look Like?** A Receivables Support Representative’s day is focused on execution, investigation, and follow\-through. You will: * Conduct outbound collections and follow\-up with customers on past\-due balances. * Investigate billing discrepancies and account setup issues. * Open, update, and close Salesforce cases with detailed documentation. * Coordinate with internal teams to resolve invoicing obstacles. * Convert customers to auto\-pay where possible. * Review trends and contribute insights to improve receivables processes. In short: You ensure past\-due balances are resolved quickly, billing issues are fixed at the root, and customers remain informed and confident throughout the process. **Key Metrics for Success (KPIs)** **Receivables Execution** * Completion of 100% of daily collections cadence tasks * Number and dollar value of collections secured * Percentage of customers converted to auto\-pay * Reduction in aging balances **Billing Investigation \& Documentation** * Number of billing cases opened and closed * Number of billing investigations completed * Accuracy and completeness of Salesforce documentation * Number of cases open longer than two weeks **Communication \& Collaboration** * Timeliness of customer and internal follow\-ups * Reduction in billing escalations caused by delays or documentation gaps **Interview Process** * Initial Screening Call * Interview with Pavago Recruiter * Client Interview * Offer \& Onboarding \#Meta