Outbound Collections - VA

We are looking for a proactive, detail-oriented, and dependable Outbound Collections - VA to support our US-based home services operations. In this role, you will primarily handle outbound calls to customers who have received service estimates but have not yet booked their appointments.

You will also manage overdue invoice follow-ups, coordinate commercial billing, and maintain accurate customer and payment records through ServiceTitan. Beyond outbound customer follow-ups, you will occasionally assist with inbound calls and overflow support when additional coverage is needed.

The ideal candidate has experience in accounts receivable, billing, or collections and is confident handling outbound calls, following up on outstanding payments, and converting service estimates into confirmed bookings.

Compensation & Benefits:

• Starting Rate: $5.00 per hour
• Health Allowance
• Retention Bonus
• Performance-based pay raises (Month 3, Years 1 and 2)

Key Responsibilities:

Estimate Follow-Ups & Outbound Calling

• Conduct outbound calls to customers who have received service estimates but have not yet booked their appointments.
• Follow up on outstanding estimates through multiple touchpoints after technician visits.
• Reconnect with customers, address inquiries, and encourage them to proceed with recommended services.
• Track pending estimates and ensure consistent follow-ups to help convert opportunities into booked jobs.

Accounts Receivable & Commercial Billing

• Follow up on overdue invoices and outstanding customer balances.
• Manage payment follow-ups for commercial accounts with Net 30 and Net 45 payment terms.
• Confirm receipt of invoices and required billing documents.
• Follow up on certificates of insurance (COIs) and other missing paperwork.
• Maintain organized records of outstanding balances and collection activities.

CRM Management & Administrative Support

• Update estimate statuses, customer records, and follow-up activities in ServiceTitan.
• Monitor outstanding estimates, unpaid invoices, and pending customer responses.
• Ensure all customer interactions and collection activities are properly documented.
• Maintain accurate and organized billing and follow-up records.

Inbound & Overflow Call Support

• Assist with incoming customer calls when additional coverage is needed.
• Provide backup support when the existing CSR has a delayed start or is unavailable.
• Handle customer inquiries and basic service coordination as needed.
• Support the client's AI-powered phone system during busy periods.

Qualifications:

• At least 2 years of experience in accounts receivable, billing, collections, or a related field.
• Experience handling outbound calls, particularly payment follow-ups and customer estimate follow-ups.
• Familiarity with ServiceTitan is a strong advantage.
• Experience supporting US-based home services businesses, such as HVAC, plumbing, electrical, appliance repair, or similar industries, is highly preferred.
• Strong communication skills and the ability to follow up on outstanding payments professionally and confidently.
• Experience using CRM platforms for customer records, billing, and follow-up tracking.
• Familiarity with Dialpad, Google Drive, and Microsoft tools is an advantage.