Job Summary:

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.