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

Initial Screening Call

Interview with Pavago Recruiter

Client Interview

Offer & Onboarding

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