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Call Center Collections Rep

Company: Consolidated Communications
Location: Roseville
Posted on: June 6, 2021

Job Description:

Major Duties

Classification: Non-Exempt / Non-Bargaining

Acts as the company's public representative and provide first level support for all incoming Consolidated Communications payment arrangements and payment needs. Enjoy the flexibility of working from home while also leveraging technology to feel part of an exciting team of driven peers and leaders.

The Call Center Collector supports the Credit and Collections Organization utilizing INI (Interaction Agent Desktop) as well as other supporting applications as needed for completing customer interactions related to payment and payment arrangements.

Responsibilities

Ability to learn, use and work with INI ( Interaction Client Agent Desktop Phone System) plus other supporting applications as needed such as; Semafone, FirsTech payment Interface, Kenan, Siebel, Kansys, MACC and Web Portal.

Ability to work and function in a fast pace call center environment with multiple priorities while handling inbound calls to meet required measured standards while maintaining a positive customer experience.

Consistently demonstrates excellent collection service skills and ability to assist customers with their payment needs and have willingness to help customers in difficult times.

Promotes good customer relations in all transactions and contacts.

Exercises constant awareness and knowledge of privacy issues while working with customer accounts

Responds to and resolves customer complaints by researching the problem and developing appropriate solutions within an empowered environment and in accordance with company guidelines.Meets or exceeds established monthly quality monitoring measurements.

Proactively follows up and coordinates with other departments to ensure resolution of customer issues.

Performs miscellaneous duties as assigned by a supervisor or manager including customer account research, special reports and projects.

Reports for work remotely from their primary residence. (subject to change based on the needs of the business)

Reports for work on time and maintains a satisfactory attendance record.

Qualifications

Technical training or knowledge:

Working knowledge of computers

Requires ability to operate general office machines, telephone and flexibility to work while wearing a headset.

Must have a minimum keyboard typing speed of 40 W.P.M.

Professional training and knowledge: Must have a demonstrated ability to communicate effectively with customers and other employees. Must have excellent customer service skills. Must be able to demonstrate clear and written communication skills. Must maintain a neat appearance.

Work experience:

A minimum of one year of public contact or customer service experience, preferably in telecommunications or comparable industry.

General education or equivalent: High School Diploma or equivalent.

Physical Demands: Physical demands are minimal and consistent with the performance of routine clerical duties in an office setting. Most of the day is spent sitting at a desk, working with computers, printers, files and standard office files. Limited physical activity is required to file, maintain office supplies and materials and maintain office equipment. Must speak grammatically and write correct and clear English, Spanish or other language as required. Must have the ability to access, input and retrieve information from the computer. Must be able to discern dial tone and telephone ringing signal

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.

Keywords: Consolidated Communications, Roseville , Call Center Collections Rep, Other , Roseville, California

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