Description

Title: Customer Hypercare Representative

Duration: 3+ Months

Location: Brampton, ON

Pay Range: $20 to $22 per hour on T4

Role Summary:

The Customer Hypercare Representative is responsible for delivering an exceptional post-sale customer experience by actively resolving billing and invoicing disputes and supporting accounts receivable (AR) collection efforts. This role acts as a critical liaison between customers and internal teams, ensuring timely issue resolution, clear communication, and accurate financial outcomes. The ideal candidate is a strong self-starter with excellent communication and organizational skills who works well in a customer-facing, problem-solving environment.

Key Responsibilities:

Customer Billing & Invoicing Resolution

  • Serve as the primary point of contact for customers regarding billing, invoicing, and payment-related inquiries.
  • Investigate and resolve billing discrepancies, invoice disputes, credits, and adjustments in a timely and professional manner.
  • Clearly explain billing details and resolutions to customers to ensure understanding and satisfaction.

Accounts Receivable & Collections Support

  • Partner with customers to resolve outstanding balances and support collection efforts while maintaining positive customer relationships.
  • Monitor aging accounts and follow up with customers on overdue invoices according to established processes.
  • Coordinate internally to remove blockers to payment, such as disputed charges or missing documentation.

Cross-Functional Collaboration

  • Work closely with Sales, Finance, Customer Success, Operations, and other internal teams to gather information and drive issue resolution.
  • Escalate complex or recurring issues as needed and help identify root causes to prevent future disputes.
  • Ensure accurate documentation of cases, actions taken, and outcomes in internal systems.

Required Skills & Qualifications

  • Strong written and verbal communication skills with the ability to explain complex information clearly.
  • Excellent organizational skills with the ability to manage multiple cases and priorities simultaneously.
  • Proven ability to work independently as a self-starter while also collaborating effectively within a team.
  • Strong problem-solving and analytical skills with attention to detail.
  • Customer-focused mindset with the ability to handle sensitive conversations professionally.
  • Experience in customer support, billing, invoicing, finance, or accounts receivable is an asset.

Key Competencies

  • Customer-centric approach
  • Time management and prioritization
  • Collaboration and relationship management