## Customer Service Rep IIIApply: Newington, NSW: Full time: Posted Yesterday: R-********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.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, skilled 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 NetSuiteGeneral* 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.
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📌 Customer Service Rep Iii (Sydney)
🏢 XPEL
📍 Sydney