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Customer Service Representative
hace 2 meses
**Job Summary:**
We are seeking a highly motivated and dedicated Customer Service Representative to join our team at Mass Markets. As a Collections Specialist, you will play a crucial role in our organization by assisting in the recovery of outstanding debts from customers.
**Key Responsibilities:**
- Initiate contact with customers who have overdue accounts through inbound and outbound calls.
- Review and analyze customer accounts to understand the status, outstanding balances, and reasons for non-payment.
- Engage in professional and empathetic negotiations to collect outstanding debts while maintaining customer satisfaction.
- Process and set up payment arrangements as appropriate, adhering to company policies and procedures.
- Maintain accurate and detailed records of customer interactions, payment agreements, and relevant information in the database.
- Ensure full compliance with all state and federal regulations, as well as company policies, in the collections process.
- Provide exceptional customer service by addressing customer inquiries, resolving issues, and offering solutions to prevent future delinquencies.
- Generate and submit regular reports on collections activities and account statuses to the management team.
- Stay updated on industry trends, company policies, and collection techniques through ongoing training and development programs.
- Meet or exceed monthly and quarterly collection targets while maintaining a high level of professionalism.
**Requirements:**
- Must be 18 years of age or older.
- High school diploma or equivalent.
- Minimum of 6 months of experience in collections or billing is required.
- Strong understanding of billing and collection processes.
- Outstanding communication and interpersonal skills.
- Ability to handle difficult customer interactions with empathy and professionalism.
- Proficiency in using computer systems and familiarity with collection software.
- The ability to type swiftly and accurately (45+ words a minute).
- Strong attention to detail.
- Excellent organizational, written, and oral communication skills.
- Excellent negotiation and problem-solving skills.
- Goal-oriented with a strong desire to achieve targets.
- The ability to evaluate, troubleshoot, and follow up on customer issues.
- An aptitude for conflict resolution, problem solving, and negotiation.
