Job Summary:
The Customer Service Representative III is responsible for creating a positive customer experience within the respective responsibilities of collections, in/out bound phone support, warranty, order management, referrals, accounts receivable and dealership support.
Core Duties
The Customer Service Representative III will perform the duties below as applicable and on the basis of business needs.
Accounts Receivable
- Perform detailed reconciliation of customer accounts, identifying discrepancies and ensuring ledger accuracy.
- Research and resolve unapplied, misapplied, or missing payments across ERP and supporting systems.
- Investigate and correct accounting-related issues impacting customer balances, invoices, and statements.
- Serve as a subject matter expert for AR inquiries, supporting both internal teams and external customers.
- Deliver white-glove service, ensuring clear communication and high-quality resolution of complex issues.
- Act as a triage point for inbound AR and billing-related cases, prioritizing and routing work to appropriate teams.
- Ensure accurate and timely application of payments in alignment with company policies.
- Maintain thorough documentation of research, adjustments, and resolutions within CRM and ERP systems.
- Identify trends and recurring issues in account discrepancies and recommend process improvements.
- Support continuous improvement initiatives related to AR workflows, data accuracy, and customer experience.
- Monitor aging reports and prioritize collection efforts based on risk and delinquency.
- Maintain positive, professional relationships with customers while addressing past-due balances.
- Investigate and resolve billing disputes in collaboration with Billing, Finance, and Customer Operations teams.
- Provide input on credit risk and customer financial health as needed.
- Track and report on key metrics such as DSO, past-due balances, and collection effectiveness.
Collections
- Proactively manage a portfolio of customer accounts with overdue balances across multiple regions.
- Execute outbound collection efforts via email, phone, and customer portals to secure timely payment.
- Monitor aging reports and prioritize collection efforts based on risk and delinquency.
- Negotiate payment plans when appropriate and monitor adherence to agreed terms.
- Identify trends, root causes of delinquency, and opportunities to improve collection processes.
- Support continuous improvement initiatives related to global collections, tooling, and compliance.
- Escalate high-risk or severely delinquent accounts according to internal policy.
- Maintain positive, professional relationships with customers while addressing past-due balances.
- Investigate and resolve billing disputes in collaboration with Billing, Finance, and Customer Operations teams.
- Serve as a point of contact for customer inquiries related to invoices, payments, and account status.
- Partner with Finance and Accounting teams to ensure payment application accuracy and reporting alignment.
Technical Support
- Triage tickets and tasks to specific pipelines and teams within our various systems
- Help customer service Management with complex tasks
- Participation in urgent communications with the sales team to ensure best in class service for our customers.
Inbound Telephone Support when needed
- Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
- Answering basic questions about the company’s operation, product, services
- Entering, changing, or checking on the status of orders using NetSuite ERP software
- Tracking and escalating support calls to the appropriate department or personnel
- Researching customer account issues
- Screening and forwarding phone calls to XPEL employees
- Logging all in-bound calls in to NetSuite
General
- Lead by example and train new CSR Level 1 and Level 2
- Train new hires and new team members to CSR Level 1 and Level 2.
- Assist with payment plan processing every Friday and every 1st and 15th of the month.
- Assist with daily pending billings reports by subsidiary.
- Other duties as assigned.
Basic Qualifications
- High School Diploma
- 4 years of high-level customer and technical support experience
- Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
- Ability to communicate professionally and effectively
- Excellent phone presence with high level of interpersonal, and organizational skills
- Demonstrates a sense of urgency and timeliness to meet customer service call demand
Desired Qualifications
- Experience providing support through live chats and email preferred
- Previous collections experience preferred.
XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
