Customer Service Rep 3 - Accounts Receivable

**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.