Customer Payment Specialist

Purpose of the Role:

The Customer Payments Specialist plays a critical, customer-facing role within SavATree’s newly formed Customer Payments team. This position is responsible for supporting clients with billing and payment needs while driving measurable improvement in cash collections and accounts receivable health.

This is a high-accountability, performance-driven individual contributor role. The Specialist conducts proactive outreach on assigned accounts and responds to inbound billing inquiries, helping customers resolve payment questions, address past-due balances, and navigate billing concerns in a way that reflects SavATree’s brand and values.

The ideal candidate balances firmness with empathy, is comfortable having direct payment conversations with clients, and thrives in a metrics-driven environment. The Specialist role partners closely with branch teams and Accounts Receivable to resolve disputes, improve payment behavior, and ensure customers feel supported and respected throughout the payment process.

Essential Functions of the Role:

Customer Billing & Payment Support

• Conduct outbound outreach via phone, email, and text to customers regarding billing questions, payment reminders, and past-due balances
• Respond to inbound customer inquiries related to invoices, payment status, and billing clarification
• Clearly explain services rendered, invoice details, and payment expectations
• Facilitate payment processing and assist customers with available payment methods
• Set up and manage approved payment arrangements in accordance with company guidelines

Cash Collection & Aging Reduction

• Drive personal cash collection performance on assigned outreach lists
• Work assigned accounts within defined queues to reduce AR aging (60+, 90+ balances as applicable)
• Follow structured outreach cadences and escalation paths
• Ensure scheduled visits align with seasonal service cycles and provide value to customers.
• Apply call control, objection handling, and active listening to diagnose customer needs and properly match to SavATree’s services.

Reactivation & Campaign Sales

• Execute targeted win-back outreach to previously canceled customers.
• Support seasonal outbound campaigns such as winter prepayment programs for plant health care and lawn care services.
• Drive measurable revenue through structured outbound initiatives.

Brand Experience & Customer Engagement

• Deliver outbound communication that reflects SavATree’s premium, consultative, and relationship-driven brand.
• Balance persistence with professionalism — recognizing client communication preferences without over-contacting or eroding trust.
• Approach each interaction with energy, confidence, and a solutions-oriented mindset.
• Maintain high standards of customer satisfaction while driving sales outcomes.

Performance & Accountability

• Meet or exceed individual performance metrics including:
  • Individual dollars sold
  • Pitched → Sold conversion rate
  • Appointment volume generated
  • Campaign revenue contribution
  • Activity productivity metrics (contacts, follow-ups, touches per opportunity)
• Maintain high CRM documentation accuracy and pipeline visibility.
• Participate in coaching sessions, call reviews, and structured role-play exercises.
• Utilize feedback, AI-driven insights, and performance dashboards to continuously improve results.

Team & Culture Expectations

• Contribute to a performance-driven, accountable, and competitive team environment.
• Demonstrate resilience, discipline, and follow-through in high-volume outbound activity.
• Embrace coaching and actively seek opportunities to improve close rates and sales effectiveness.
• Represent SavATree with professionalism and positivity in every customer interaction.
• Document all account activity accurately and consistently
• Identify and escalate complex disputes or service-related issues to appropriate branch partners

Dispute Navigation & Cross-Functional Collaboration

• Partner with Branch teams to resolve billing questions tied to service completion, quality, or scope
• Coordinate with Accounts Receivable on payment application and dispute tracking
• Ensure customers receive timely follow-up and clear communication during issue resolution
• Serve as a professional, brand-aligned point of contact for customers during payment conversations

Performance & Metrics Accountability

This role is individually accountable for measurable outcomes, including:

• Personal cash collected
• Reduction in aging on assigned accounts
• Call and email activity volume
• Resolution time for billing inquiries
• Customer satisfaction related to billing interactions

The Specialist is expected to manage daily activity levels, prioritize accounts effectively, and use performance data to guide workflow decisions.

Customer Experience Focus

• Conduct all payment interactions with professionalism, empathy, and clarity
• Treat billing support as an extension of the overall SavATree customer experience
• Balance accountability for payment with respect for the client relationship
• Represent SavATree’s values in every customer interaction

Qualifications for this Role:

Required

• 3+ years of experience in customer payments, collections, accounts receivable, or customer support
• B2C experience required, ideally in a service-based environment
• Demonstrated success in direct customer outreach and payment conversations
• Strong written and verbal communication skills
• Ability to multi-task - manage high call and email volume in a structured workflow environment
• Comfort working with financial systems, CRM tools, and standard office software
• Strong organizational skills and attention to detail

• Ability to balance firmness with empathy in payment discussions

Preferred

• Home services industry experience
• Experience working in a remote environment

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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