Collections/Customer Service Representative in Worcester, MA at Jobs | Lyneer Staffing

Date Posted: 8/13/2018

Job Snapshot

Job Description

Job Description (below) Location: Worcester, MA

He/She must have the ability to effectively interact and communicate internally and externally with co-workers and customers in a professional manner. He/She must be skilled in evaluating information and making judgments based on facts while possessing outstanding negotiating skills to work out payment arrangements with delinquent customers to allow them to bring their accounts to a current status within the approved Credit Policy Guidelines. He/She must display persistence, provide quality customer service and be knowledgeable with the Local, State and Federal collection law and procedures.

Credit Responsibilities:

  • Produce high volume of outbound collection calls daily
  • Possess excellent communication skills that can enable the representative to handle inbound calls in a busy telephone environment in a timely and professional manner
  • Provide quality customer service skills
  • Notate accounts accurately and process customer information accordingly
  • Escalate calls when necessary to successfully collect account
  • Partner with customer services and sales staff to support company goals and strategies
  • Suggest accounts for 3rd party collections and bad debt write-off as needed
  • Produce credit reports for new and existing account evaluations
  • Properly assess the credit status and how the account is coded / noted in the Cargas System (Credit Terms, Delivery Type, Alert Notes , special instructions)
  • Listen the customer situation and what can be done to meet their needs, and be empathetic to the concerns and frustrations , to understand the customers problem
  • The overall customer service goal - quickly assimilate needs and resolve to customers satisfaction
  • Assist with any task or duties as required

Customer Service Responsibilities:

  • Professionally handle incoming calls or inquiries from prospective/current customers and clients.
  • Accurately capture customer information and complete supporting paperwork and data entry as required
  • Demonstrate awareness and empathize with the customer's needs and concerns
  • Discuss products offered and ensure customer satisfaction
  • Working knowledge of customer account system (Cargas) along with basic knowledge of Microsoft office computer skills
  • Process the order accurately in (Cargas) the database-order fulfillment

Secondary responsibilities may include but are not limited to:

  • Processing, scanning and batching payments (mail, in house, over the phone & credit card payments)
  • Preparing, printing, mailing monthly statements and daily invoices
  • Outbound calls to customers (tune up calls, surveys, collections & update customer information)
  • Processing credit card payments by phone
  • Set up new accounts in CARGAS
  • Account maintenance in CARGAS
  • Terminate accounts
  • Post Misc. adjustments
  • Miscellaneous administrative task assigned by management

Qualifications/Skills Required

  • Education: high school or equivalent
  • 4+ years experience collections, customer service or related experience dealing directly with customers
  • Residential collections experience, preferred
  • Knowledge of bankruptcy and collections procedures
  • Ability to prioritize and manage multiple responsibilities
  • Excellent phone etiquette
  • Strong negotiation skills
  • Outstanding communication and analytical skills
  • Ability to tactfully handle stressful difficult situations
  • Dependable/punctual with excellent attendance record
  • Able to work overtime hours, when needed during season including a rotating Saturday schedule (usually once every 3rd or 4th Saturday) during busy season, then Monday-Friday in slow season.