Job description
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
