Job Description

Job Summary:

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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.

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Core Duties

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The Customer Service Representative III will perform the duties below as applicable and on the basis of business needs.

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Collections

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- Proactively manage a portfolio of customer accounts with overdue balances across multiple regions.
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- Execute outbound collection efforts via email, phone, and customer portals to secure timely payment.
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- Monitor aging reports and prioritize collection efforts based on risk and delinquency.
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- Negotiate payment plans when appropriate and monitor adherence to agreed terms.
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- Identify trends, root causes of delinquency, and opportunities to improve collection processes.
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- Support continuous improvement initiatives related to global collections, tooling, and compliance.
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- Escalate high-risk or severely delinquent accounts according to internal policy.
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- Maintain positive, skilled relationships with customers while addressing past-due balances.
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- Investigate and resolve billing disputes in collaboration with Billing, Finance, and Customer Operations teams.
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- Serve as a point of contact for customer inquiries related to invoices, payments, and account status.
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- Partner with Finance and Accounting teams to ensure payment application accuracy and reporting alignment.
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Technical Support

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- Triage tickets and tasks to specific pipelines and teams within our various systems
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- Help customer service Management with complex tasks
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- Participation in urgent communications with the sales team to ensure best in class service for our customers.
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- Inbound Telephone Support when needed
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- Answer inbound calls to the Company's main support line and take appropriate action based on the type of call, including:
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- Answering basic questions about the company's operation, product, services
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- Entering, changing, or checking on the status of orders using NetSuite ERP software
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- Tracking and escalating support calls to the appropriate department or personnel
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- Researching customer account issues
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- Screening and forwarding phone calls to XPEL employees
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- Logging all in-bound calls in to NetSuite
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General

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- Lead by example and train new CSR Level 1 and Level 2
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- Train new hires and new team members to CSR Level 1 and Level 2.
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- Assist with payment plan processing every Friday and every 1st and 15th of the month.
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- Assist with daily pending billings reports by subsidiary.
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- Other duties as assigned.
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Basic Qualifications

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- High School Diploma
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- 4 years of high-level customer and technical support experience
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- Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
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- Ability to communicate professionally and effectively
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- Excellent phone presence with high level of interpersonal, and organizational skills
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- Demonstrates a sense of urgency and timeliness to meet customer service call demand
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Desired Qualifications

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- Experience providing support through live chats and email preferred
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- Previous collections experience preferred.
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XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

📌 Customer Service Rep III (Parramatta)
🏢 Xpel
📍 Parramatta