Responsible for supporting the collection and maintenance of customer accounts by monitoring outstanding balances, following up on past-due invoices, resolving payment-related issues, and assisting customers with account inquiries. This position plays a critical role in maintaining positive customer relationships while supporting the company's cash flow and financial objectives.

The ideal candidate will possess strong customer service, organizational, and problem-solving skills, along with the ability to analyze account information and manage multiple priorities in a fast-paced environment.

Customer Service & Account Support

• Respond to customer inquiries regarding invoices, account balances, payment status, and billing concerns.
• Provide customers with documentation needed to process payments, including invoices, service reports, maintenance agreements, and delivery confirmation information.
• Research and resolve customer account issues in a timely and professional manner.
• Maintain positive working relationships with customers while supporting collection efforts.

Collections & Account Management

• Review assigned aging reports and proactively follow up on past-due accounts through phone calls, email correspondence, and written notices.
• Document collection activity and customer communications accurately and consistently.
• Research and resolve misapplied payments, short payments, unapplied cash, and account discrepancies.
• Assist in identifying accounts that may require escalation due to delinquency or payment concerns.
• Process credit card payments and assist customers with payment arrangements when appropriate.
• Monitor customer payment trends and communicate concerns to management.

Administrative & Reporting Responsibilities

• Maintain accurate account records and collection notes.
• Assist with account reconciliations and payment research.
• Prepare correspondence and account documentation as needed.
• Support department projects and initiatives as they are assigned.
• Assist with maintaining departmental records and documentation.

Team & Company Support

• Collaborate with Sales, Service, Contracts, Customer Support, and Administration departments to resolve customer concerns.
• Maintain a professional, positive, and team-oriented attitude.
• Support departmental and company goals through consistent performance and customer      service.
• Perform other duties and special projects as assigned.

Required Qualifications

• High school diploma or equivalent.
• One  (1) or more years of customer service, collections, accounts receivable, accounting support, or related experience preferred.
• Strong verbal and written communication skills.
• Excellent organization and time-management abilities.
• Ability to prioritize multiple tasks and meet deadlines.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.

Technical Skills

• Proficiency in Microsoft Outlook and Word.
• Working knowledge of Microsoft Excel, including: 
  • Data entry and formatting
  • Sorting and filtering data
  • Basic formulas and calculations
  • Reviewing and analyzing spreadsheets
• Ability to learn company software and accounting systems.

Knowledge, Skills, and Abilities

• Strong customer service and relationship-building skills.
• Ability to communicate professionally with customers and employees at all levels.
• Basic understanding of accounts receivable and collection practices.
• Problem-solving and critical-thinking abilities.
• Ability to handle sensitive and confidential information appropriately.
• Commitment to accuracy, professionalism, and continuous improvement.