Back Office Representative

Superior Plus Propane Talent Acquisition•Wayne, PA

2d•$19 - $22

About The Position

The Back Office Representative is responsible for managing customer accounts that are past due between 31 and 60 days. This role plays a critical part in maintaining healthy accounts receivable by conducting outbound collection calls, processing payments, sending dunning notices, and supporting customers with billing questions. In addition, this role assists with incoming customer service calls, ensuring a positive customer experience while protecting company revenue. This position requires professionalism, empathy, and the ability to balance customer service with firm credit and collections practices common in the propane and energy services industry. Why join us: Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do. Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively. Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends. Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being. Opportunity: A continuous focus on professional development with many opportunities for training & career growth. Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

Requirements

1–3 years of experience in collections, customer service, accounts receivable, or related field.
Strong communication skills with the ability to handle difficult conversations professionally and empathetically.
Proficiency with billing systems, CRM platforms, and payment processing tools.
Ability to work in a fast-paced environment with strong attention to detail, a customer-focused mindset and strong problem-solving and time management skills.
Basic understanding of utility, propane, or energy industry practices preferred (training provided).
Ability to work Standard office hours with seasonal overtime as needed (especially during peak winter season).
Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Nice To Haves

Basic understanding of utility, propane, or energy industry practices preferred (training provided).

Responsibilities

Conduct daily outbound calls to customers with accounts 31–60 days past due to obtain payment or establish payment arrangements.
Communicate clearly and professionally regarding account status, service impacts, and next steps in accordance with company policies and propane industry regulations.
Accurately document all customer interactions, commitments, and outcomes in the CRM or billing system.
Follow up on broken payment arrangements to minimize delinquencies.
Process customer payments via phone (credit card, debit card, ACH, etc.) in accordance with PCI and company compliance standards.
Assist customers with setting up AutoPay, online account access, and other payment tools.
Ensure payment activity is accurately recorded and reconciled.
Generate and send 31–60 day dunning letters, notices of overdue accounts, and reminder communications.
Identify accounts requiring escalation (e.g., 61+ days, service hold, or delivery stop review) and notify appropriate team members.
Maintain accurate records of all notices sent.
Answer incoming customer service calls related to billing, deliveries, account questions, and general propane service inquiries.
Provide high‑quality customer support while reinforcing payment expectations and resolving billing disputes.
Collaborate with delivery, service, and sales teams to resolve customer issues that may impact account payment.

Benefits

Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

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