Role Overview
The Support Center AR Supervisor is responsible for the day-to-day management and performance of the Accounts Receivable (AR) function within the Support Center. This role ensures AR workloads are effectively prioritized and executed, program deadlines and service levels are met, and franchisees receive consistent, high-quality support. The AR Supervisor also leads AR team development, establishes best practices, and partners with the Support Center Director (SCD) to continuously improve the AR Program.
Key Responsibilities
- Outbound AR Communications: Meet weekly and monthly volume goals of customers contacted and interactions logged on SENet to partner with all franchisees enrolled in the AR Program.
- AR Operations & Workload Management: Organize and prioritize the AR team’s workload to consistently meet AR Program deadlines, performance expectations, and service-level requirements for SENet tickets and AR-related emails.
- Process & SOP Development: Develop, maintain, and continuously improve AR SOPs, workflows, and best practices for the AR Team and franchisees. Identify and implement opportunities to improve efficiency, response times, program adoption, and financial outcomes in collaboration with SCD.
- Team Onboarding & Development: Lead the onboarding and training of new AR Representatives. Maintain accurate and effective AR training materials and resources within FUSE.
- Performance Management: Conduct monthly check-ins and biannual performance reviews with AR Representatives, providing coaching and development while holding team members accountable to established KPIs, service standards, and job responsibilities.
- Franchisee Support & Engagement: Serve as an AR subject-matter expert for franchisees, helping resolve complex issues, increasing adoption of the AR Program, and promoting best practices that improve collections and franchisee satisfaction.
Key Performance Indicators (KPIs)
- Days Sales Outstanding (DSO): 5 days
- AR Program Adoption & Engagement: 75% of franchisees opted in and actively engaged with the AR Program
- Franchisee Satisfaction: 75% satisfaction with the AR Program
- Invoice Activity: 100% of invoices interacted with at least once every two weeks
- Response Time: 45-minute median first-response time for all SENet tickets and AR-related emails
Required Qualifications:
· High School Diploma, or GED equivalent
· 2+ years working with account receivable
· 2+ years of management or lead experience
· Experience working in a fast-paced environment
· Call Center Experience is a plus
Benefits include:
· Full time - 40 hours
· Variety of shifts offered, between 6:00 am and 5:00 pm
· No nights or weekends
· Paid holidays, sick leave, and vacation days
· Health Reimbursement Account with monthly company contributions
· Monthly performance-based bonuses, in addition to base pay
· Paid parking at our downtown location
· Paid lunch breaks
· Advancement opportunities & internal growth
· Welcoming, open-minded, and low stress office environment
· Consistent customers that are happy with our services and book with us often
· Helping small business owners (our franchisees) - not just a huge corporate company
We are looking for a detail-oriented person who enjoys working with a team and has a heart to serve others. If you feel like you would be a good fit, please check us out on our website - www.SurfaceExperts.com and apply, or apply on here!
Physical Requirements:
· Prolonged periods sitting at a desk and working on a computer.
· Ability to communicate orally. Hearing and vision within normal ranges with or without an assisted hearing device.
· No heavy lifting is expected, though occasional exertion of up to 25 lbs. of force may be required.
· The position is full-time in-person/on-site.
· The job is primarily performed indoors in a traditional office setting. Extended periods of sitting and extensive work at a computer and phone are normal.
Surface Experts is an Equal Opportunity, Affirmative Action Employer. Qualified applicants are considered without regard to race, color, religion, citizenship, sex (including gender identity, gender expression and pregnancy), sexual orientation, age, national origin, military or veteran status, political preference, marital status, mental or physical disability including medical condition), genetic information or other status protected by law. If you require an accommodation in order to apply to this position, please contact your local recruiting representative at careers@surfaceexperts.com
About Surface Experts
Surface Experts is an all-inclusive surface repair service provider. We repair small damage to surfaces like Floors, Countertops, Bathtubs, Cabinets, Appliances, Furniture, Elevator Panels … Almost Everything!. We pride ourselves in our ability to provide incredibly fast service, while maintaining a friendly and professional atmosphere in our support center and on jobsites. We combine old school skill sets with new technology and products, resulting in a durable and appealing repair all provided with a smile.
- Most repairs are simple and smaller than a dinner plate, yet our competition focuses on complete resurfacing. Our objective is a happy customer and a long-term relationship. We focus on saving our customers time, money and wasted materials that end up in a landfill.
- Our typical repair requires only 1 to 2 tablespoons of product so our technicians can carry their entire set of tools and equipment in a small vehicle. Our approach is clean and free of odors in less than two hours.
Our Mission
Our mission is to develop outstanding teams by investing in strong relationships. Together we work to solve our customers’ problems by reducing the waste of time, money and materials which end up in landfills.
Our Vision
To establish and lead a nationally recognized market for surface repair as an alternative to replacement or complete refinishing. Our goal is to be represented in every major metropolitan area, and for our brand to be synonymous with spot repair among all facilities and maintenance management.
Core Values
Serve Others
- Put Relationships First
- Be Humble
Be a Problem Solver
- Be Curious
- Seek to Understand the Cause of the Problem
- Work Smart
- Constantly Improve
Trust the Process
- Be Organized
- Be Teachable
- Put Business Needs Above Personal Wants