Receivables Support Representative

**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** 1. Initial Screening Call 2. Interview with Pavago Recruiter 3. Client Interview 4. Offer & Onboarding #LI-AG1