Bilingual A/R Specialist and Customer Care Specialist job in St.-Laurent

Reporting to the Controller, the Bilingual AR Specialist and Customer Care Specialist is a bilingual frontline member of the GCS Customer Service team.

As AR Specialist, the key mandate is to notify customers of delinquent accounts to solicit payment arrangements from them. Duties include receiving payment and posting amount to customer's account; preparing statements to credit department if customer fails to respond; and keeping records of collection and status of accounts. The AR Specialist is also expected to follow established procedures for processing receipts/cash and sorting and filing documents after posting. This position involves diplomatic interaction with customers to collect payments and support any account inconsistencies in order to facilitate swift payment of invoices due to the organization.

As Customer Care Specialist, the focus is client retention and delivering Five Star customer service. They will also enrol current members in new services, and onboard new clients into the company’s existing programs. The role provides ongoing support to our member salons through seamless communications in order to maintain a high level of customer satisfaction.

The Bilingual AR Specialist and Customer Care Specialist will naturally align with our four core values:

BIG HEARTED

• Help co-workers and partners so that we can all do big work
• Engage with humility and curiosity, not ego
• Say what you mean and mean what you say (clear is kind)
• Respect diversity of thoughts, perspective and experience

POSSIBILITY

• See challenges as opportunities, contribute solutions
• Engage with hope and optimism
• Embrace a growth mindset and engage in continuous learning

ALL – IN

• Honour your commitment and follow through
• Call attention to bottlenecks (unlock the bottleneck)
• Go above and beyond, and strive for excellence

SUSTAINABILITY

• Driven by social, environmental and economic health
• Be the change you want to see in the world
• Lead by example, live a more sustainable lifestyle
• Purpose driven to become a force for good

Essential Duties and Responsibilities

Accounts Receivable

• Contact customers to secure payment information, address disputes and/or provide necessary backup and documentation as required until full debt is closed.
• Make arrangements for payment of outstanding and late accounts; escalate transfer to proper authorities as necessary.
• Recognize improper billing through research and rectify if possible.
• Document results of research and process applicable corrections for review by Management.
• Investigate collection problems and advise customers on corporate A/R policies and procedures.
• Maintain accurate customer files with all applicable correspondence and report to Management on status as required.
• Build working relationships with internal departments to resolve customer disputes in a timely manner.
• Review all credit balances, refunds, and adjustments, and apply adjustments and/or corrections to corporate billing records.
• Ensure the strict confidentiality and privacy of financial transactions as they relate to the organization and its customers.
• Form collection strategies to mitigate customer objections to making timely A/R payments.
• Investigate and resolve billing discrepancies or misapplied cash transactions.

Customer Care

• Provide exceptional service and a positive client experience to existing clients in a prompt and professional manner via all client communication tools
• Maintain in-depth knowledge of all company services and offerings, and current promotions
• Take ownership and responsibility for the continued satisfaction of our customers by fulfilling requests in a timely and friendly manner
• Coordinate and track all service requests and pricing requests from clients, to their resolution
• Answer telephone inquiries and assist other staff in the organization with their inquiries
• Ask facilitative questions to discover customers’ needs, and recommend solutions to fit them
• Liaise directly with Regional Educators to facilitate the successful, complete onboarding of new Full Circle member salons
• Respond to incoming calls by relaying them to the relevant departments and staff within the organization, and make outgoing calls as needed
• Be proactive and demonstrate initiative by providing input and recommendations on how to continually improve the delivery of our client experience process
• Follow and facilitate strong organizational systems to ensure efficiency and ease of access for GCS team members
• Additional duties as required

Additional Support

• Provide proper, grammatically accurate English to French translations to other departments within GCS, as needed.

Key Qualifications

• Demonstrated ability to accurately calculate, post, correct, and manage customer account records.
• Must possess a high level of moral judgment for handling confidential information and monetary transactions.
• Able to perform simple to moderate account reconciliations.
• Strong diplomatic, negotiation, and conflict resolution skills in order to handle late payments and delinquent accounts.
• Effective attention to detail and a high degree of accuracy.
• Strong work ethic and positive team attitude.
• Excellent teamwork and team building skills.
• Able to effectively communicate both verbally and in writing in both French and English.
• Strong problem identification and problem resolution skills.
• High level of proficiency with Microsoft Office productivity suite.

Education & Experience

• 3 years' direct experience in an A/R capacity.
• DEC or undergraduate degree preferred