AR Support Service Specialist IIThe Accounts Receivable Support Service Specialist role assists in various roles, such as customer tax, certificate of insurance and supporting the collection efforts within the Order to Cash Department. The AR Support Service Specialist responds to external and internal customer requests in a timely manner. This role works in the certificate insurance field who have the authority to determine insurance certificate validity and contact agents and/or customers to resolve invalid certificates, within basic guidelines for routine certificates and local accounts. The customer tax role is responsible for assisting the tax department with providing certificate of exemptions documentation to support any given state tax audit assessment and responsible for providing reason for sales tax adjustments. Additionally, the tax specialist is responsible for customer account updates regarding taxing status.This position reports directly to the Support Services Manager and must have a keen attention to detail, paired with Outlook and experience.What You Will Do...Handle incoming customer calls and emails through dedicated accounts receivable hotlines and inboxesRespond to all customer requests appropriately within designated SLAsWork closely with Order to Cash Department team members in the resolution of more complex customer inquiriesAssist in special projects and other collection related tasks as identified by management.Meet and exceed key performance requirements through recorded phone calls and monthly reviews of customer interactionsReview and process insurance certificates received from customers, insurance agents, Herc Branches, Collections and Credit Department.Ensure that the customer receivables database reflects correct status of insurance information.Provide regular communication with insurance agents and customers regarding invalid, expired, or questionable certificates is a must.Assist in ensuring Herc remains compliant with state, local and SOX sales tax guidelinesProcess account updates regarding tax certificates received from customers, agents, Herc Branches, Customer Accounts and Credit Departments once Herc Tax Department has reviewed and determined validity.Assist with training new employeesEnsure that the customer receivables database reflects correct status of tax valid or invalid informationProcess sales tax adjustments in supervisor queue ensuring proper support and documentation validate adjustment and audit trail procedures are followedReview and Maintain Tax Exemption and Customer Tables within VertexWork on special projects with the team leadRequirementsBachelor - Business-related degree preferred, but not requiredTwo to three-year tax background (Not mandatory)One to two-year insurance background (Not mandatory)One-year customer service experience required, preferably in a collection/call center settingSkillsAS400, POS, and BillTrust experience (strongly desired-not required)Ability to work independently and as part of a team and take on new tasks with high level of difficultyDetail and deadline orientedExcellent verbal, written communication, and interpersonal skillsMust have strong decision making/analytical skillsPossess strong leadership and people skillsProfessional telephone, email, and verbal etiquetteSalesforce Service Cloud knowledge (strongly desired)Proficiency in Microsoft Word, Excel, Access, PowerPoint