AR Support Service Specialist II

Herc Rentals•Bonita Springs, FL

66d•$21 - $24

About The Position

The Accounts Receivable Support Service Specialist role assist in various roles, such as customer tax, certificate of insurance and supporting the collection efforts within the Order to Cash Department. The AR Support Service Specialist responds to external and internal customer requests in a timely manner. This role works in the certificate insurance field who have the authority to determine insurance certificate validity and contact agents and/or customers to resolve invalid certificates, within basic guidelines for routine certificates and local accounts. The customer tax role is responsible for assisting the tax department with providing certificate of exemptions documentation to support any given state tax audit assessment and responsible for providing reason for sales tax adjustments. Additionally, the tax specialist is responsible for customer account updates regarding taxing status. This position reports directly to the Support Services Manager and must have a keen attention to detail, paired with Outlook and Salesforce.com experience.

Requirements

Bachelor - Business-related degree preferred, but not required
Two to three-year tax background (Not mandatory)
One to two-year insurance background (Not mandatory)
One-year customer service experience required, preferably in a collection/call center setting
AS400, POS, and BillTrust experience (strongly desired-not required)
Ability to work independently and as part of a team and take on new tasks with high level of difficulty
Detail and deadline oriented
Excellent verbal, written communication, and interpersonal skills
Must have strong decision making/analytical skills
Possess strong leadership and people skills
Professional telephone, email, and verbal etiquette
Salesforce Service Cloud knowledge (strongly desired)
Proficiency in Microsoft Word, Excel, Access, PowerPoint

Responsibilities

Handle incoming customer calls and emails through dedicated accounts receivable hotlines and inboxes
Respond to all customer requests appropriately within designated SLAs
Work closely with Order to Cash Department team members in the resolution of more complex customer inquiries
Assist in special projects and other collection related tasks as identified by management.
Meet and exceed key performance requirements through recorded phone calls and monthly reviews of customer interactions
Review and process insurance certificates received from customers, insurance agents, Herc Branches, Collections and Credit Department.
Ensure that the customer receivables database reflects correct status of insurance information.
Provide regular communication with insurance agents and customers regarding invalid, expired, or questionable certificates is a must.
Assist in ensuring Herc remains compliant with state, local and SOX sales tax guidelines
Process account updates regarding tax certificates received from customers, agents, Herc Branches, Customer Accounts and Credit Departments once Herc Tax Department has reviewed and determined validity.
Assist with training new employees
Ensure that the customer receivables database reflects correct status of tax valid or invalid information
Process sales tax adjustments in supervisor queue ensuring proper support and documentation validate adjustment and audit trail procedures are followed
Review and Maintain Tax Exemption and Customer Tables within Vertex
Work on special projects with the team lead