Back Office Representative

The Back Office Representative is responsible for managing customer accounts that are past due between 31 and 60 days. This role plays a critical part in maintaining healthy accounts receivable by conducting outbound collection calls processing payments sending dunning notices and supporting customers with billing addition this role assists with incoming customer service calls ensuring a positive customer experience while protecting company position requires professionalism empathy and the ability to balance customer service with firm credit and collections practices common in the propane and energy services join us:Culture:Join a supportive and inclusive work environment where collaboration respect and open communication are at the core of everything we Compensation:We offer a highly competitive compensation and total rewards package ensuring that your hard work and dedication are recognized and rewarded accordinglyFlexibility:We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments :Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry Assistance Programs:We care about you! You and your family will have access to LYRA an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical mental financial and social :A continuous focus on professional development with many opportunities for training & career Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the youll do:Conduct daily outbound calls to customers with accounts 3160 days past due to obtain payment or establish payment clearly and professionally regarding account status service impacts and next steps in accordance with company policies and propane industry document all customer interactions commitments and outcomes in the CRM or billing up on broken payment arrangements to minimize customer payments via phone (credit card debit card ACH etc.) in accordance with PCI and company compliance customers with setting up AutoPay online account access and other payment payment activity is accurately recorded and and send 3160 day dunning letters notices of overdue accounts and reminder accounts requiring escalation (e.g. 61 days service hold or delivery stop review) and notify appropriate team accurate records of all notices incoming customer service calls related to billing deliveries account questions and general propane service highquality customer support while reinforcing payment expectations and resolving billing with delivery service and sales teams to resolve customer issues that may impact account you bring:13 years of experience in collections customer service accounts receivable or related communication skills with the ability to handle difficult conversations professionally and with billing systems CRM platforms and payment processing to work in a fast-paced environment with strong attention to detail a customer-focused mindset and strong problem-solving and time management understanding of utility propane or energy industry practices preferred (training provided).Ability to work Standard office hours with seasonal overtime as needed (especially during peak winter season).Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job hourly rate for this position is $18.00 - $22.00 per role will be eligible for overtime pay once scheduled work week hours are note the compensation information shown above is a general guideline only. Pay rate is based upon candidate skills experience and qualifications candidates geographical location as well as market and business considerations.