Job Description

Receivables Support Representative – Collections & Billing | Remote

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

About the Role

At Pavago, one of our clients is hiring a Receivables Support Representative to support accounts receivable, collections, billing investigations, and customer account resolution.

This is a hands-on role for someone who is persistent, detail-oriented, and comfortable managing a high volume of customer calls, emails, billing cases, and payment follow-ups.

You’ll work directly with customers to resolve past-due balances, invoice discrepancies, payment issues, and account setup concerns, while maintaining accurate records in Salesforce and coordinating with internal teams to reach resolution.

This is not a passive collections role. You’ll be expected to take ownership, follow up consistently, and balance protecting company revenue with providing a professional customer experience.

What You’ll Own

Accounts Receivable & Collections

• Conduct outbound collections calls and email follow-ups on past-due accounts
• Secure payments, payment commitments, and account resolutions
• Maintain consistent follow-up until outstanding issues are resolved
• Track payment commitments, customer responses, and account activity
• Identify opportunities to enroll eligible customers in auto-pay
• Help reduce delinquency and aging accounts through proactive outreach

Billing Investigation & Salesforce Case Management

• Investigate billing disputes, invoice discrepancies, and account setup issues
• Identify root causes of invoicing problems and coordinate necessary corrections
• Open, manage, update, and close cases in Salesforce
• Maintain detailed records of customer interactions, resolutions, and next steps
• Confirm customer understanding and satisfaction before closing cases
• Escalate complex issues when needed while maintaining ownership of follow-through

Customer Communication & Coordination

• Communicate confidently and professionally with customers by phone and email
• Provide proactive updates on billing investigations, payments, and account status
• Coordinate with billing, operations, installation, and service teams to resolve issues
• Help prevent unnecessary escalations through timely communication and follow-up
• Maintain a customer-first approach while protecting company revenue

Documentation & Process Improvement

• Maintain accurate, complete, and audit-ready Salesforce records
• Identify recurring billing and collections issues
• Support SOP creation and workflow documentation
• Surface recurring trends and potential solutions during team reviews
• Contribute to improvements in collections efficiency and billing accuracy

What Makes You a Great Fit

• You are persistent and comfortable following up until an issue is resolved
• You balance urgency with professionalism and empathy
• You are highly organized and disciplined with documentation
• You proactively investigate problems rather than waiting for direction
• You communicate clearly with customers and cross-functional teams
• You thrive in structured, fast-paced, and execution-focused environments

Required Experience & Skills

• Experience in accounts receivable, collections, billing support, or customer account management
• Experience handling high-volume customer communication by phone and email
• Experience with Salesforce or a similar CRM/case management system
• Strong attention to detail and organizational skills
• Strong written and verbal English communication skills
• Ability to independently investigate billing and payment issues
• Ability to manage multiple accounts, priorities, and follow-up workflows simultaneously

Preferred Experience

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

What a Typical Day Looks Like

Your day will center around collections execution, billing investigations, and customer follow-through. You may:

• Make outbound collections calls and send payment follow-ups
• Investigate invoice discrepancies and account setup issues
• Open, manage, and update Salesforce cases
• Coordinate internally to remove billing obstacles
• Track payment commitments and customer responses
• Help eligible customers enroll in auto-pay
• Document customer interactions and resolutions
• Identify recurring issues and recommend process improvements

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

Key Metrics for Success

Success in this role will be measured through:

• Daily collections activity and follow-up completion
• Collections secured and payment commitments obtained
• Reduction in aging balances and delinquency
• Auto-pay conversion
• Billing case resolution accuracy and speed
• Salesforce documentation accuracy and completeness
• Reduction in long-open receivables cases
• Timeliness of customer and internal communication
• Reduction in avoidable escalations

Interview Process

• Initial Screening Call
• One-Way Video Interview via Spark Hire
• Video Interview with Pavago Recruiter
• Client Interview
• Offer & Onboarding