Customer Service Rep III

XPEL, Inc.; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

XPEL, Inc. is seeking a Customer Service Representative III in Newington, NSW to drive a positive customer experience across collections, order management, warranty and dealership support. This role blends high-level service with technical problem-solving and cross-functional collaboration.

The position involves managing overdue accounts, proactive collections, and handling inbound/outbound calls via NetSuite. Strong MS Office skills and excellent communication are essential.

Qualifications

• High School Diploma.
• 4 years of high-level customer and technical support experience.
• Experience with Excel, Word, PowerPoint and Microsoft Office applications.
• Ability to communicate professionally with customers.
• Excellent phone presence and interpersonal skills.

Responsibilities

• Proactively manage a portfolio of customer accounts with overdue balances across regions.
• Handle inbound/outbound calls and support orders via NetSuite; assist with billing issues.
• Assist with payment plan processing and daily pending billings reports.
• Lead and train CSR Level 1 and Level 2 team members.
• Collaborate with Billing, Finance and Operations to resolve issues.

Skills

Customer service

Technical support

Communication

Microsoft Office

Phone skills

Education

High School Diploma

Tools

NetSuite ERP

Job description

## Customer Service Rep IIIApply: Newington, NSW: Full time: Posted Yesterday: R-102303**Job Summary:**The Customer Service Representative III is responsible for creating a positive customer experience within the respective responsibilities of collections, in/out bound phone support, warranty, order management, referrals, accounts receivable and dealership support.**Core Duties**The Customer Service Representative III will perform the duties below as applicable and on the basis of business needs.Collections* Proactively manage a portfolio of customer accounts with overdue balances across multiple regions.* Execute outbound collection efforts via email, phone, and customer portals to secure timely payment.* Monitor aging reports and prioritize collection efforts based on risk and delinquency.* Negotiate payment plans when appropriate and monitor adherence to agreed terms.* Identify trends, root causes of delinquency, and opportunities to improve collection processes.* Support continuous improvement initiatives related to global collections, tooling, and compliance.* Escalate high-risk or severely delinquent accounts according to internal policy.* Maintain positive, professional relationships with customers while addressing past-due balances.* Investigate and resolve billing disputes in collaboration with Billing, Finance, and Customer Operations teams.* Serve as a point of contact for customer inquiries related to invoices, payments, and account status.* Partner with Finance and Accounting teams to ensure payment application accuracy and reporting alignment.Technical Support* Triage tickets and tasks to specific pipelines and teams within our various systems* Help customer service Management with complex tasks* Participation in urgent communications with the sales team to ensure best in class service for our customers.Inbound Telephone Support when needed* Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:* Answering basic questions about the company’s operation, product, services* Entering, changing, or checking on the status of orders using NetSuite ERP software* Tracking and escalating support calls to the appropriate department or personnel* Researching customer account issues* Screening and forwarding phone calls to XPEL employees* Logging all in-bound calls in to NetSuiteGeneral* Lead by example and train new CSR Level 1 and Level 2* Train new hires and new team members to CSR Level 1 and Level 2.* Assist with payment plan processing every Friday and every 1st and 15th of the month.* Assist with daily pending billings reports by subsidiary.* Other duties as assigned.**Basic Qualifications*** High School Diploma* 4 years of high-level customer and technical support experience* Knowledge of Excel, Word, Power Point and General Microsoft Office Applications* Ability to communicate professionally and effectively* Excellent phone presence with high level of interpersonal, and organizational skills* Demonstrates a sense of urgency and timeliness to meet customer service call demand**Desired Qualifications*** Experience providing support through live chats and email preferred* Previous collections experience preferred.XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.