Job Description

Receivables Support Representative

Position Type: Full-Time, Remote
Location: Remote
Working Hours: U.S. Business Hours

About the Role

We’re hiring a highly detail-oriented and execution-driven Receivables Support Representative to help protect revenue, accelerate cash flow, and resolve customer billing issues quickly and professionally.

This role is focused on collections follow-up, billing investigations, customer communication, and Salesforce case management. You will work directly with customers to resolve past-due balances, investigate invoicing discrepancies, and maintain accurate documentation across all receivables-related activity.

This is not a passive collections role. We’re looking for someone who is persistent, proactive, organized, and comfortable handling high-volume phone and email communication while maintaining a strong customer experience.

You will play a key role in reducing aging balances, improving billing accuracy, and helping maintain healthy customer relationships through clear communication and consistent follow-through.

What You’ll Own

Collections & Payment Follow-Up

• Execute outbound collections calls and email follow-ups for past-due accounts
• Secure payments, payment commitments, and account resolutions
• Maintain a disciplined follow-up cadence until issues are fully resolved
• Track customer commitments, behaviors, and payment activity in Salesforce
• Identify opportunities to enroll customers into auto-pay programs
• Help reduce delinquency and aging balances through proactive communication

Billing Investigation & Case Management

• Investigate billing disputes, invoice discrepancies, and account setup issues
• Identify root causes behind invoicing problems and coordinate corrections
• Open, manage, and close Salesforce cases with detailed documentation
• Ensure all customer interactions, resolutions, and follow-ups are accurately recorded
• Confirm customer understanding and satisfaction before closing billing cases
• Escalate complex issues when necessary while maintaining ownership of follow-through

Customer Communication & Coordination

• Communicate professionally and confidently through phone and email interactions
• Provide proactive updates regarding investigations, payments, and account status
• Work cross-functionally with operations, installation, service, and billing teams to resolve issues
• Reduce internal escalations by proactively resolving billing and receivables concerns
• Maintain a customer-first approach while protecting company revenue

Documentation & Process Improvement

• Maintain accurate and audit-ready Salesforce records
• Track recurring billing or collections issues and identify operational trends
• Assist with SOP creation and process improvement initiatives
• Present recurring issue patterns and recommendations during team reviews
• Support continuous improvement efforts to improve collections efficiency and billing accuracy

What Makes You a Great Fit

• You are persistent and comfortable following up until resolution is achieved
• You balance urgency with professionalism and empathy
• You are highly organized and disciplined with documentation
• You proactively solve problems instead of waiting for direction
• You communicate clearly and confidently with customers and internal teams
• You thrive in structured, fast-paced operational environments

Required Experience & Skills

• Experience in collections, receivables, billing support, or customer account management
• Proven ability to manage high-volume customer communication by phone and email
• Experience using Salesforce or similar CRM systems for case management
• Strong attention to detail and organizational skills
• Strong written and verbal English communication skills
• Ability to investigate and resolve billing or payment issues independently
• Comfortable managing multiple priorities and follow-up workflows simultaneously

Preferred Experience

• Experience working in accounts receivable or structured collections environments
• Background supporting service, operations, or installation-based businesses
• Experience improving auto-pay adoption or reducing delinquency risk
• Familiarity with root-cause analysis and operational process improvement
• Experience documenting SOPs or recurring issue workflows

What a Typical Day Looks Like

A Receivables Support Representative’s day revolves around collections execution, billing investigation, and customer follow-through. You will:
• Conduct outbound collections calls and payment follow-ups
• Investigate billing discrepancies and account setup issues
• Open, manage, and update Salesforce cases
• Coordinate internally to resolve invoicing obstacles
• Track payment commitments and customer responses
• Convert eligible customers to auto-pay
• Document all interactions accurately and completely
• Identify trends and contribute ideas for operational improvement

In short: you help ensure invoices are paid, billing issues are resolved quickly, and customers remain informed and supported throughout the process.

Key Metrics for Success (KPIs)

Receivables & Collections Performance

• Completion of daily collections activity targets
• Total collections secured (volume and dollar value)
• Reduction in aging balances and delinquency rates
• Auto-pay conversion rates

Billing Investigation & Documentation

• Billing cases resolved accurately and efficiently
• Salesforce documentation accuracy and completeness
• Reduction in long-open receivables cases
• Timeliness of case resolution and follow-up

Communication & Operational Efficiency

• Timely customer and internal communication
• Reduction in escalations caused by documentation or follow-up gaps
• Positive collaboration feedback from internal teams

Interview Process

• Initial Screening Call
• Video Interview with Pavago Recruiter
• Client Interview
• Offer & Onboarding

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