The Customer Relations Specialist is responsible for ensuring accuracy and efficiency of processing and monitoring incoming payments.
Customer Relations & Services
- Maintain a positive, professional, and courteous attitude when interacting with customers.
- Respond to customer enquiries and provide accurate information regarding services, accounts, payments, and outstanding balances.
- Maintain regular communication with customers via telephone, email, and in-person visits.
- Follow up on missed collections, service delays, and other service-related concerns.
- Provide appropriate service recovery responses and ensure customer concerns are communicated to the relevant operational personnel.
- Follow up with customers to confirm that reported issues have been satisfactorily resolved.
- Assist in maintaining strong customer relationships and supporting customer retention.
Accounts Receivable & Payment Follow-Up
- Follow up with customers regarding outstanding balances through telephone calls, emails, correspondence, and customer visits.
- Monitor customer accounts and identify overdue balances requiring follow-up.
- Process incoming payments in accordance with established financial policies and procedures.
- Update customer accounts and balances accurately.
- Assist with payment allocation and account reconciliation where required.
- Verify discrepancies and assist in resolving customer billing issues.
- Maintain appropriate documentation of collection and payment follow-up activities.
- Escalate significantly overdue accounts or unresolved payment matters to the appropriate supervisor or manager.
Customer Records & Systems
- Input, update, maintain, and extract customer information using Company systems, including Square, WIZ, Zippykind, QuickBooks, and other approved platforms.
- Ensure customer contact information, service details, account balances, and supporting records remain accurate and current.
- Maintain appropriate electronic and physical customer documentation.
- Ensure confidentiality and proper handling of customer and Company information.
Billing & Operational Support
- Support the billing and customer service functions by providing accurate service data and supporting documentation.
- Liaise with Operations to verify service completion where billing or customer concerns arise.
- Assist in investigating discrepancies between services scheduled, services completed, and amounts billed.
- Ensure relevant documentation is provided to support accurate and timely invoicing.
- Communicate service changes, missed collections, or operational concerns that may affect customer account
- Billing & Operational Support Desired Qualifications, Experience & Skills
- A Diploma or Associate Degree in Business Administration, Accounting, Finance, Customer Service, Marketing, or a related field.
- A minimum of five (5) CXC/CSEC subjects, including Mathematics and English Language.
- At least two (2) years of experience in Customer Service, Accounts Receivable, Billing, Collections, Sales Support, or Customer Account Management.
- Experience working directly with customers to resolve billing, payment, or service-related concerns.
- Working knowledge of basic accounting and accounts receivable principles.
- Experience using QuickBooks, or customer account management software would be an asset.
- Proficiency in Microsoft Office, particularly Excel, Word, Outlook, and Teams.
- Experience preparing customer reports, account updates, payment follow-ups, and supporting documentation would be beneficial.
- Excellent Customer Service Skills – ability to handle customers professionally, respectfully, and confidently.
- Strong Communication Skills – clear verbal and written communication by telephone, email, and in person.
- Problem-Solving Ability – capable of investigating billing discrepancies, service issues, and customer complaints and helping to resolve them promptly.
- Negotiation Skills – ability to engage customers constructively regarding outstanding payments and service concerns.
