Customer Account Specialist

Business Profile: At Pacific Mobile Structures we have a consistent track record in the commercial modular building industry. We sell and lease mobile office space and build innovative modular structures. With over 275 employees, we maintain a rental fleet of over 9,000 units spanning 4.8 million square feet and over 1,400 storage containers. We reinvest 15% of our revenues into maintaining our products. Additionally, over 86% of our customers order from us again, and over 60% of our business comes from referrals. We provide high-performing re-locatable classrooms, as well as quality modular structures for office buildings, medical clinics, government services, and workforce housing.

As a values-based company, we have built a unique culture that drives our performance in the marketplace. We put our values at the forefront of everything we do, from hiring to our strategic long-term planning process. We empower our employees to make decisions that honor our values. This, along with our size and financial strength, allows the company to lead our industry in crafting a rewarding employee experience. Ownership’s long-term vision and its many dedicated employees create a culture that cannot be duplicated.

Job Title: Customer Account Specialist

Pay Levels:

• Level I ($22-$24 / $45,760-$49,920 annually)
• Level II ($25-$28 / $52,000-$58,240 annually)
• Level III ($29-$35 / $60,320-$72,800 annually)
  
  

Location: Corporate Office, Chehalis, WA

Reports to: Customer Account Manager

Benefits:

• 7.5 Paid Holidays 2 additional Floating Holidays
• 8 hours of Volunteer Time per year
• 80 hours PTO (Paid Time Off) effective on the hire date
• Medical, Dental, and Vision coverage options
• 401(K) Retirement Benefits with Company Match
• Exercise Subsidy Plan, equal to $25 per month
• Quarterly Wellness Incentives
• Safety and Values Recognition Programs
• Years of Service Recognition
• Employee Development & Training
• Drug-Free, Safety-Focused Environment
  
  

Job Summary:

The Customer Account Specialist is responsible for contacting customers regarding past due invoices, performing payment reconciliations and initiating payment term discussions. You will thrive in this position if you have a strong work ethic, are detail oriented, organized, reliable and a natural problem solver. This position will require interacting with customers and branch staff daily, so strong customer service skills are crucial. An ideal candidate appreciates working in a fast-paced environment, managing several customer calls.

The Customer Account Specialist reports directly to the Customer Account Manager and works cohesively with all other employees.

Work Schedule:

Monday – Friday

8:00am – 5:00pm

Position Summary:

This position involves a multi-level career ladder, which includes Customer Account Specialist I, II, and III. The level at which an offer is made will be based on the current needs of the company along with the qualifications of the applicant.

The major duties listed below represent the full performance level of a Customer Account Specialist III. As a Customer Account Specialist I and Customer Account Specialist II, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of a Customer Account Specialist III. Promotion is at the discretion of the manager and is contingent upon satisfactory performance, availability of higher-level work, and availability of funding. Promotion is not guaranteed, and no promise of promotion is implied.

Major Duties:

• Contact customers via phone and email to arrange for payment of past due invoices on all accounts.
• Outreach for autopay
• Assist in setting up customers in Billtrust (online payment portal).
• Performs account research and reconciliations to resolve payment discrepancies surrounding unfunded invoices.
• Place hold on customer accounts with 90 day past due balances to prevent additional rental orders from being created. Contact sales rep to notify.
• Send out initial "final demand for payment" prior to repossession notice.
• Compile data and make recommendation to Customer Account Manager for write-offs and collection agency referrals.
• Partner with Billing / AR to resolve issues that need team collaboration and report back to Customer Account Manager.
• Requests back up documents from Sales and RPC team to support collection efforts.
• Take incoming calls from the Corporate Billing line to resolve customer issues and take payments in Billtrust.
• Assist in backing up invoice request phone line and inbox.
• Assist with collecting backup documents as requested for annual audits.
• Adhere to policy and procedure, collections laws and rules, computer systems and documentation requirements.
• Ensure that all deadlines are met as it relates to the monthly financial close and publishing of financial statements.
• Be familiar with branch locations and staff.
• Other general accounting support duties or projects as assigned by manager.
  
  

Qualifications:

Applicants must, at a minimum, be fully qualified for the Customer Account Specialist I.

Job Requirements:

Basic Requirements for the Customer Account Specialist I:

• 2 years of customer service experience.
• 2 years general accounting or accounts receivable experience preferred.
• High school diploma (or G.E.D) required.
• Accuracy with data entry.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional verbal, listening, and written communication skills.
• Ability to perform tasks as instructed and with oversight and input, within a fast paced and high-volume environment with emphasis on accuracy and timeliness.
• Proficient in Microsoft Office; Word, Excel and Outlook.
• Experience with Dynamics 365 and Billtrust is preferred.
• Demonstrate professionalism in all forms of communication, verbally and in writing with co-workers within the corporate office, branches, and with customers.
• Ability to perform mathematical computations quickly and accurately.
  
  

Basic Requirements for the Customer Account Specialist II:

• 5 years of customer service experience.
• 5 years general accounting or accounts receivable experience preferred.
• High school diploma (or G.E.D) required, college courses in business or accounting preferred.
• Accuracy with data entry.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional verbal, listening, and written communication skills.
• Ability to perform tasks as assigned with intermittent oversight and input, within a fast paced and high-volume environment with emphasis on accuracy and timeliness.
• Proficient in Microsoft Office; Word, Excel and Outlook.
• Experience with Dynamics 365 and Billtrust is preferred.
• Demonstrate professionalism in all forms of communication, verbally and in writing with co-workers within the corporate office, branches, and with customers.
• Ability to perform mathematical computations quickly and accurately.
  
  

Basic Requirements for the Customer Account Specialist III:

• 7 years of customer service experience.
• 7 years general accounting or accounts receivable experience preferred.
• Bachelor's degree in business, accounting, or related field (Experience can be substituted for education at managers discretion.)
• Accuracy with data entry.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional verbal, listening, and written communication skills.
• Ability to perform tasks as assigned with little or no manager oversight and input, within a fast paced and high-volume environment with emphasis on accuracy and timeliness.
• Proficient in Microsoft Office; Word, Excel and Outlook.
• Experience with Dynamics 365 and Billtrust.
• Demonstrate professionalism in all forms of communication, verbally and in writing with co-workers within the corporate office, branches, and with customers.
• Ability to perform mathematical computations quickly and accurately.
  
  

Benefits:

Medical, Dental, Vision, 401(K), Charitable Donation Matching, Safety and Values Reward Programs, Community Involvement and Other Great Benefits of being a Pacific Mobile Employee.

We are an AWESOME place to work - but don't take it from us... Visit Glassdoor to hear what our employees are saying about working here: http://www.glassdoor.com/Overview/Working-at-Pacif...