CUSTOMER SERVICE / COLLECTIONS REPRESENTATIVE
Job Summary
The Customer Service Collections Rep position initiates outbound calls to customers with past due accounts to facilitate the payment of outstanding balances. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers’ expectations.
***THIS IS A TEMPORARY POSITION THAT MAY LEAD TO FULL TIME EMPLOYMENT***
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned and may vary by location.
Initiate calls to customers to facilitate and process transactions from residential or commercial accounts independently and proficiently:
- Communicates concise and accurate information.
- Updates customer accounts by processing payments and making additional service changes.
- Confirms understanding of customer needs, issues, and requests.
- Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people within Arrow Disposal.
- Supports other service lines when required.
- Escalates more complex issues to appropriate level.
- Uses authorized system to gather information, provide information, and/or update customer records.
- Provides standard information and education regarding service options, charges, billing, and contracts.
- Communicates with operational support personnel to resolve customer issues and service requests / complaints.
- Compiles reports and data required for service contracts.
- Adheres to service and operational standards established for the call center, including quality, productivity, safety and timeliness goals.
- Completes cross training with billing, payables, and other administrative departments.
- Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.
Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
- Required: High school diploma or G.E.D, and additional specialized training or two years previous experience in customer service.
B. Other Knowledge, Skills or Abilities Required
- Excellent verbal, written and analytical skills
- Computer skills - MS Office
- Typing Skills
- Professional phone etiquette
- Ability to multi task.
- Ability to react well under pressure and treats others with respect
- Identifies and resolves problems in a timely manner
- Prioritizes and plans work activities
- Focuses on solving conflicts and listening to others without interrupting
- Is consistently at work and on time
- Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards.
- Balances team and individual responsibilities and helps build a positive team spirit
- Adapts and able to deal with frequent changes in the work environment
- Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
Benefits
Pay rates starting at $12 per hour based on qualifications and experience. Temporary position that may lead to full time employment (and additional benefits).
Job Types: Full-time, Temporary
Pay: From $12.00 per hour
Expected hours: 40 per week
Weekly day range:
Work Location: In person