Customer Care Account Management

Essential Job Functions

• Answer questions regarding system performance, maintenance
• Handle escalated customer calls and collection issues. Address any issues expediently to ensure customer satisfaction
• Answer questions regarding system performance, maintenance
• Receive incoming and make outbound calls to customers in arrears to discuss payment options
• Comply with regulatory and Company policies at all times
• Deliver a consistent and professional level of service at all times
• Achieve set revenue targets and call objectives
• Advise and influence customers on the payment options for debt recovery
• Handle each call promptly and in the correct manner, updating records accordingly
• Input customer related data accurately and efficiently
• Take responsibility for resolving disputes, ensuring that caller concerns are actioned correctly and all parties are notified
• Explain the terms of lease as appropriate
• Manage customers who are resistant to agent contact by remaining polite, tactful, honest and firm
• Decide on the correct action when negotiating payments and handling customer issues
• Complete any administrative tasks as required for the efficient running of the department
• Follow strict company policies and procedures at all times, ensuring that all requirements are met
• Make field collection visits in assigned region per tasks given
• Additional duties required as needed

Competencies

• Able to work independently and prioritize work load
• Persuasive, persistent and self-motivated
• Able to show empathy, assertiveness, tact and resilience
• Have the ability to relate to people from a variety of different backgrounds.
• Ability to deal with 30+ inquires per day via inbound/outbound phone calls and email
• Ability to accurately type 45 words/minute
• Ability to adapt in a fast paced, changing environment
• Ability to communicate effectively over the phone and email
• Team player attitude a MUST!

Core Competencies

• Commitment to Excellence – Identify what needs to be accomplished and take action to achieve a standard of excellence beyond job expectations
• Corporate Values – Understand, embrace and integrate PosiGen’s corporate values into everyday duties and responsibilities
• Customer Service - Identify and respond to current and future needs by providing excellent service to internal customers (employees)
• Safety and Security – Promote a safe work environment for employees
• Teamwork – Resourceful team player that builds, strengthens, and maintains collaborative relationships with others inside or outside the organization

Education/Experience

• Possess a High School diploma or GED
• Two years of customer service experience
• Salesforce experience is a plus
• Knowledge of Microsoft Outlook is required
• Excellent written and verbal communication skills required
• Excellent customer service experience and skills are required
• Must have a valid state license and clear driving record
• Must have reliable transportation

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.