Intake Analyst II - Remote

Overview

This role will be responsible for supporting the Accounts Receivable team and other finance teams with email management and customer issue resolution. This role will also support the Finance Operations team with various essential finance processes and projects. This role is NOT a collections role.

In Short

• This is not a collector/collections role.
• Triage and/or resolve internal and external customer queries and escalations.
• Work closely with the Accounts Receivable team on escalated emails, efficiency gains, and collections efforts.
• Complete customer document requests and billing inquiries.
• Navigate efficiently through Netsuite and Salesforce to resolve customer concerns.
• Interpret customer requests and re-route customers to the appropriate support team if necessary.
• Tag emails and follow an established email sorting system for accurate analytics.
• Follow response time SLAs and ensure customer support and satisfaction are the number one priority.
• Identify gaps in processes, escalate issues, and support process improvements.
• Collaborate with cross-functional teams.

Requirements

• College degree or equivalent experience.
• 1-2 years of experience in an Accounts Receivable, Operations, or Customer Support role.
• Excellent verbal and written communication skills in both Spanish and English.
• Experience with Salesforce and Netsuite preferred.
• Ability to consistently achieve and surpass metrics.

Benefits

• Full-time employees receive a competitive total compensation package.
• Employee-led remote and flexible working.
• Health benefits.
• Samsara for Good charity fund.
• And much more.