Customer Services - Collections Clerk

Position Summary The Customer Service Collections Clerk plays a dual role in managing accounts receivable (AR) and delivering exceptional customer service to our commercial, municipal, and industrial laboratory clients. You will manage outstanding account balances, resolve billing disputes, process payments, and assist clients with invoice inquiries while maintaining positive, professional relationships that protect company cash flow.

Key Responsibilities Collections & Accounts Receivable

• Monitor Accounts Receivable: Track aging reports and identify delinquent or past-due accounts.
• Outbound Communication: Contact clients via phone and follow up with email regarding unpaid or overdue testing invoices.
• Payment Plan Oversight: Work with management to set up and process structured payment plans and secure commitments for timely settlements.
• Reconciliation & Processing: Post incoming payments, process credit card/ACH transactions, and help reconcile account ledgers.

Customer Service & Dispute Resolution

• Client Inquiries: Serve as the primary point of contact for client questions regarding invoice details, purchase order (PO) discrepancies, and statement clarifications.
• Cross-Department Collaboration: Work closely with the project management and accounting teams to verify testing services rendered and resolve billing disputes.
• Account Adjustments: Help document and process approved invoice adjustments, credits, or resend requested billing documentation.

Record Keeping & Reporting

• Documentation: Maintain accurate, detailed notes of all customer interactions, collection efforts, and payment promises in the LIMS software.
• Aging Reports: Assist the finance manager in generating regular collection and cash flow forecasting reports.

Required Skills Qualifications & Skills

• Education: High school diploma or GED required; associate's or bachelor's degree in accounting, finance, or business administration preferred.
• Experience: 1 year of experience in collections, accounts receivable, or financial customer service (scientific or laboratory industry billing experience is a strong plus).
• Technical Skills: Proficiency in Microsoft Excel and experience using Laboratory Information Management Systems (LIMS) preferred. LIMS training is provided.
• Communication: Exceptional verbal and written communication skills with a professional, empathetic, and firm telephone demeanor.
• Problem-Solving: Strong analytical skills to research complex billing issues and reconcile multi-tiered client accounts.