Collections Specialist

Phone.com is an award winning tech company whose mission is to be the world’s most convenient self-service cloud communications platform for entrepreneurs and small companies. Our virtual phone service delivers a complete suite of enterprise-grade, unified, communication services at an SMB price. With offices in both California and New Jersey, our team has built the most robust business communications platform on the planet – an always available, cloud based phone system that grows with our clients’ business. We have over 50,000 active customers and are continuing to expand rapidly.

The Collections Specialist role is accountable for addressing delinquent accounts, but to do so in a way that maintains a positive long-term relationship with our customers. The goal is not merely to “collect,” but also to help our small business clients solve a variety of billing issues with us in a way that allows for continued service delivery and excitement for the Phone.com brand. Our customers are required to maintain a current payment method on file and are billed online in advance, so a primary focus of this position beyond the more traditional collection requests will be to prevent customer churn due to non-payment by contacting customers proactively re upcoming expiring debit/credit cards, updating payment methods to ensure future amounts are collected automatically and keeping consistent communications with delinquent customers.

Job Details:

Reports to: Director of Customer Operations

Department: Customer Loyalty

Salary: $24.00/hr. 40hr pw + additional commissions OTE $1,500 pm = combined over $68k

Medical benefits: Phone.com offers an excellent coverage package

Job Type: Full Time, non-exempt, 7am-3.30pm PT with flexibility

Location: Remote / work from home

Duties: Outlined Below:

Responsibilities/ Essential Duties

Partner with internal teams to identify and track overdue accounts
Conduct regular reviews of customer accounts to identify delinquencies and outstanding balances
Work with management to analyze and report collection trends to assess and update internal processes
Develop and implement effective and customized collections strategies for each customer based on their payment history and financial status
Utilize a proactive approach to prevent and address overdue payments
Communicate with customers via phone, email, and written correspondence to address overdue payments
Negotiate and establish payment plans, providing solutions that align with both customer needs and company policies
Investigate and resolve customer inquiries related to billing discrepancies or payment issues promptly
Collaborate with internal departments to address customer concerns and ensure a positive customer experience
Maintain accurate and up-to-date records of all collection activities
Prepare regular reports on collections performance and provide insights to management team
Ensure adherence to company policies and legal guidelines in all collection activities

Qualifications

High school diploma or equivalent
Bachelor's degree in Finance, Accounting, or related field preferred
3+ years of call center environment
3+ years experience in a collections specialist role
Experience in negotiations, specifically related to collections
Intermediate level experience of MS Excel and Google Sheets
Salesforce experience
Excellent interpersonal, written and verbal communication skills

What We're Looking For

Impeccable interpersonal skills: You are friendly, a good listener, and can relate to anyone.
Amazing written and verbal skills: You're able to articulate yourself in a clear and concise manner, even during escalated interactions.
You're empathetic, able to feel the emotions of others and diffuse tough situations.
Excellent time management skills, strong organizational and critical thinking skills are a must. You'll be juggling multiple platforms and issues, often under tight timeframes.
You have a strong attention to detail. People are entrusting us to help them communicate better. You can't let anything fall through the cracks and must always be working for the customer's best interest.
You're flexible with working hours as your schedule will be based on business needs and could include weekends and evenings.
Self-starter: You can work well under pressure and balance competing priorities in a fun, results-oriented work environment.
Ability to articulate technical information to non-technical customers
Ability to learn quickly
Creative problem-solving skills
Extremely organized
Shares our core values to ASPIRE and acts as a role model/mentor for all Call Center Teams!
- Authenticity: We value honesty, transparency, open expression, and a sense of humor. Diverse personalities and backgrounds make our team stronger
- Service: We recognize and reward people who make intentional decisions to help others both inside and outside of the workplace
- Passion: Our peers are emotionally invested in our company’s success and their own personal development
- Innovation: We take calculated risks to constantly improve our products and our processes. The drive for continuous improvement is shared by everyone
- Respect: While we often disagree, we always show due regard to the feelings, wishes, rights, and traditions of others
- Empathy: Seeing the world through the eyes of others is how we create products and services that customers love

We offer exceptional benefits, including:

90% Company Paid Health Insurance for you AND your family!
100% Company Paid Dental insurance.
100% Company Paid Vision insurance.
Short and Long-term Disability Programs
401K Retirement Plan
Flexible Spending Accounts (FSA) for Health, Dependent, and Transportation
Paid time off
Professional development assistance

We offer Additional Perks, including:

GrubHub weekly budget for home lunches.
A rare opportunity to learn and work with leading-edge technologies in a dynamic, growing environment.
A fun & friendly work environment where your voice matters & you make a difference!
Competitive benefits package and perks.
Outstanding paid time off (PTO) and paid holidays .
Free phone service and Phone.com swag!

If you’d like to be part of a winning, creative team, then unleash your potential with Phone.com as a Collections Specialist where you’ll be enhancing the lives of our customers and your career.

Phone.com

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Collections Specialist