Accounts Receivable Escalation Lead

Accounts Receivable Escalation Lead

 Cantaloupe Inc. is seeking an Accounts Receivable Escalation Lead to join our team, supporting the Accounts Receivable Manager. This role supports and manages escalations and small projects from the Client Services team, resolving escalations as needed, while working with and maintaining the relationships between teams and departments and servicing the needs of customers. 

Responsibilities:

• AR Escalation Lead will serve as the point of contact for escalated issues providing support for troubleshooting and remediation. 
• Handle escalated Salesforce and email cases from other customer facing departments.
• Provide recommendations on tools, training, and process improvements.
• Review and identify root cause for all escalated Accounts Receivable requests and use this information to improve continuously within service delivery teams. 
• Evaluate Escalation performance metrics.
• Ensure customer is heard throughout escalation process.
• Handle calls where there is an ask to speak to a manager.
• Assist the AR Supervisor with 2nd voices on refusal to pay customers.
• Establish correct expectations regarding escalation process and protocols, enforce relief and resolve through effective communication.
• Mentor and coach Accounts Receivable Representatives to improve AR training and business acumen with support from the Accounts Receivable Supervisor and Director on the delivery of the coaching methodology.        

Preferred Skills:

• Excellent technical, written, and verbal communication skills.
• Proven record of exercising discretion and confidentiality.
• Salesforce Expertise.
• Exhibits grace under pressure.
• Excellent organizational skills, including maintenance and design of policies and procedures including forms, call tickets and client service records.
• Experience supporting multiple clients concurrently.
• Flexibility, creativity, initiative, and the ability to work independently.

•  data analytics and insights.

Why choose Cantaloupe:

We offer competitive benefits not just limited to compensation but also offer:

• Medical, Dental, & Vision Benefits coverage, plus additional benefits (Life Assistance Program, Financial Wellness, and Nutritional Counseling)
• 401(K) with employer match effective upon the first day of employment
• 18 days PTO + (9) Observed Company Holidays
• Tuition Reimbursement