Customer Service Representative
hace 2 semanas
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.
- 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.
- Must be customer service oriented (empathetic, responsive, patient, and conscientious).
- Ability to multi-task, stay focused and self-manage.
- Strong team orientation and customer focus.
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
- Excellent interpersonal skills and the ability to build relationships with your team and customers.
- Highly reliable with the ability to maintain regular attendance and punctuality.
We believe in the importance of our staff and recognize them as the driving force behind our success. Our compensation and benefits package includes:
- A competitive salary.
- A comprehensive benefits package.
- Opportunities for career growth and development.
- A supportive and collaborative work environment.
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
Conditions of Employment- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
- Must be willing to submit to drug screening.
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