Collections Specialist II

102207

2121 Directors Row, Indianapolis, Indiana 46241

TruGreen accepts applications on an ongoing basis.

Job Description

Position Overview
 

The Collections Specialist II is a position which supports the team in assessing customer needs and concerns while delivering resolutions and collection of unpaid balances on customer accounts through outbound and/or inbound telephone contacts.
 

Responsibilities

• Possesses strong customer focus with the ability to have detailed conversations with our customers.

• Treats customers with respect and responds with empathy.

• Demonstrates sensitivity and compassion in difficult situations.

• Responds to customer requests and inquiries regarding account balance and status.

• Uses negation skills to facilitate and resolve collection of unpaid balances on customer accounts through frequent outbound and/or inbound telephone contacts, without damaging customer relationships.

• Converts customers to payment capture to ensure prompt payment and facilitate customer retention.

• Accepts and processes payments to customer accounts with adherence to company and payment card policies and procedures.

• Applies 5 Pillar Quality standards in accordance with TruGreen QA Model.

• Uses save training and specialized offers to retain customers.

• Upsells full plan services and/or ancillary services to provide customer value on all appropriate customer calls/chats.

• Monitors and reports trends in customer interactions to management as necessary.

• Assists customers with concerns not related to account balances.

• Occasionally assists with inbound customer service calls based on business needs. 

• Communicates with customers while maintaining key performance metrics and meet company objectives.

• Assists other Collection Specialists with more complex customer needs.

• Acts as a mentor to newly hired CSRs by working to help them improve customer service skills, collections skills, and navigation of computer applications.

• Ability to navigate multiple technologies while staying engaged with our customers.

• Demonstrates personal excellence including punctuality, integrity, and accountability.

• Has the ability to work independently and in a team environment.

• Thinks critically and exercises independent judgement.

• Performs other duties that may be assigned.

Competencies

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.

• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Accountability – holding self and others accountable to meet commitments.

• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Drives Results – Consistently achieving results, even under tough circumstances.
   

Education and Experience Requirements

• High School diploma/GED; or up to two years related experience and/or training, or an equivalent combination of education and experience. 

• Associate degree from a two-year college or technical school preferred.

Knowledge, Skills, and Abilities

• Knowledge of accounts receivable and collections practices

• Mathematical competency (addition, subtraction, multiplication, division) to calculate account balances, including rates and percentages

• Attention to detail and accuracy with numerical data

• Computer skills with Microsoft Office applications (Word, Excel, Outlook)

• Customer service and conflict resolution skills

• Written and verbal communication skills

• Ability to operate in a fast-paced, customer-centric environment with frequent telephone-based customer contact

• Process orientation to adhere to standard procedures and policies and instructions

• Organizational and time management skills, including punctuality for on-time attendance

• Ability to work independently under general supervision and collaboratively as part of a team.

•  Must be available to work evenings, weekends, and holidays with possible shifting schedules as needed.

Physical Demands & Working Conditions
 

The physical