Primary Role:
Customer Success Representative
Tools Needed:
- Workiz > Track overdue invoices; Look up client info
Follow Up Process
- Day 0 – Invoice is sent via Workiz
- Day 2 – Call client to make sure they received the invoice: “Hi (first name), this is (rep) from Gold Eagle. We sent you an invoice a couple of days ago after completing (the work done). I just wanted to make sure you received that. If you want, I can help process payment now”.
- If they say Yes – take payment over the phone
- If they say No – “No worries, that invoice should be in your inbox and it will take you to a payment link. Let us know if you have any issues.”
- Day 4 – Send text message: “Hey (first name), this is (rep) from Gold Eagle. I wanted to remind you that your invoice is due for (the work we did). If you can’t find it or have any questions, please give us a call!”
- Day 2 – Call client to make sure they received the invoice: “Hi (first name), this is (rep) from Gold Eagle. We sent you an invoice a couple of days ago after completing (the work done). I just wanted to make sure you received that. If you want, I can help process payment now”.
- Continue alternating daily until invoice is paid or reaches 30 days old
- Day 30 – Send email to client letting them know they are 30 days past due and need to pay their invoice or we will have to send them to collections.
