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Role Description

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.

Qualifications

• 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.

Requirements

• 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