Customer Relations Specialist

The Customer Relations Specialist is responsible for ensuring accuracy and efficiency of processing and monitoring incoming payments.

Customer Relations & Service

• Maintain a positive, professional, and courteous attitude when interacting with customers.

• Respond to customer enquiries and provide accurate information regarding services, accounts, payments, and outstanding balances.

• Maintain regular communication with customers via telephone, email, and in-person visits.

• Follow up on missed collections, service delays, and other service-related concerns.

• Provide appropriate service recovery responses and ensure customer concerns are communicated to the relevant operational personnel.

• Follow up with customers to confirm that reported issues have been satisfactorily resolved.

• Assist in maintaining strong customer relationships and supporting customer retention.

Accounts Receivable & Payment Follow-Up

• Follow up with customers regarding outstanding balances through telephone calls, emails, correspondence, and customer visits.

• Monitor customer accounts and identify overdue balances requiring follow-up.

• Process incoming payments in accordance with established financial policies and procedures.

• Update customer accounts and balances accurately.

• Assist with payment allocation and account reconciliation where required.

• Verify discrepancies and assist in resolving customer billing issues.

• Maintain appropriate documentation of collection and payment follow-up activities.

• Escalate significantly overdue accounts or unresolved payment matters to the appropriate supervisor or manager.

• A Diploma or Associate Degree in Business Administration, Accounting, Finance, Customer Service, Marketing, or a related field.

• A minimum of five (5) CXC/CSEC subjects at Grades I–III, including Mathematics and English Language.

• At least two (2) years of experience in Customer Service, Accounts Receivable, Billing, Collections, Sales Support, or Customer Account Management.

• Experience working directly with customers to resolve billing, payment, or service-related concerns.

• Working knowledge of basic accounting and accounts receivable principles.

• Experience using QuickBooks, CRM systems, payment platforms, or customer account management software would be an asset.

• Proficiency in Microsoft Office, particularly Excel, Word, Outlook, and Teams.

• Experience preparing customer reports, account updates, payment follow-ups, and supporting documentation would be beneficial.

• Excellent Customer Service Skills – ability to handle customers professionally, respectfully, and confidently.

• Strong Communication Skills – clear verbal and written communication by telephone, email, and in person.

• Collections & Account Follow-Up Skills – confidence following up on overdue balances and discussing payment arrangements professionally.

• Problem-Solving Ability – capable of investigating billing discrepancies, service issues, and customer complaints and helping to resolve them promptly.

• Negotiation Skills – ability to engage customers constructively regarding outstanding payments and service concerns.

• Customer Records & Systems

  • Input, update, maintain, and extract customer information using Company systems, including Square, WIZ, Zippykind, QuickBooks, and other approved platforms.

  • Ensure customer contact information, service details, account balances, and supporting records remain accurate and current.

  • Maintain appropriate electronic and physical customer documentation.

  • Ensure confidentiality and proper handling of customer and Company information.

  Billing & Operational Support

  • Support the billing and customer service functions by providing accurate service data and supporting documentation.

  • Liaise with Operations to verify service completion where billing or customer concerns arise.

  • Assist in investigating discrepancies between services scheduled, services completed, and amounts billed.

  • Ensure relevant documentation is provided to support accurate and timely invoicing.

  • Communicate service changes, missed collections, or operational concerns that may affect customer accounts.