Overview

This role exists to bridge the gap between a recent transition to NetSuite and the personal, "human touch" their customers expect. As the company scales, we are clearing a temporary backlog of delinquent accounts caused by software implementation hurdles rather than financial distress. Success in the first 90 days looks like a measurable reduction in early-stage delinquency (7-21 days) and a high rate of successful customer migrations to the new VersaPay portal.

Day in the Life

A typical day involves managing a prioritized outbound call list within NetSuite to reach customers across U.S. time zones, primarily focusing on Central and Eastern regions. You’ll spend your day navigating the NetSuite and Contivio tech stack to troubleshoot login issues, walk customers through the billing portal, and securely process payments. You aren’t "collecting"—you are an advocate helping customers maintain their "dream" (their portable building) by resolving technical and billing friction.

• Outbound Outreach: Execute a high volume of empathetic, "human-first" calls to delinquent customers to notify them of system changes and outstanding balances.

• Technical Troubleshooting: Act as a "Product Concierge" by walking customers through the VersaPay portal, assisting with password resets, and account registration.

• Payment Processing: Securely process one-time credit card payments over the phone or facilitate the transition to Autopay.

• Data Integrity: Maintain meticulous notes within NetSuite regarding customer interactions, payment promises, or requests for building pick-up.

• Strategic Escalation: Identify and route complex disputes or "loss of interest" cases to the in-house team for specialized handling.

Competencies

• High Empathy & Diplomacy: Ability to ask for payment while preserving a long-term B2B relationship.

• Tech Savvy: Comfort navigating complex ERP systems (NetSuite) and teaching software to others over the phone.

• Resilience: A "thick-skinned" approach to handling occasionally frustrated customers with patience and grace.

• Adaptability: Ability to pivot from technical support to financial negotiation within a single conversation.

Must Have’s:

• 2+ years in a high-touch Customer Experience (CX) or Billing Support (accounts receivables, Payment retrieval,credit recovery, delinquent accounts, asset recovery)

• Proven experience using CRM or ERP systems; experience with NetSuite or Contivio is a significant plus.

• Exceptional verbal communication skills, with a focus on "changing the language" to align with company culture.

Start Date: June 2026

Shift Options: 9am - 6pm EST

This position is remote; however, due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS, California, Illinois, Montana, North Dakota, and Rhode Island.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.