Summary :

As the Director of Customer Care & Collections, you will provide strategic leadership and oversight for all customer care and collections activities across multiple locations.

You will lead and inspire a team of managers and agents, ensuring the delivery of world-class customer experiences while optimizing billing processes and minimizing losses.

This role requires a proven track record in customer service, billing and collections leadership, a passion for coaching and mentoring, and a strategic mindset to drive continuous improvement across all locations.

Candidates must be located in or open to relocating to New Orleans, LA, or Houston, TX.

Essential Job Functions

• Oversee the implementation and optimization of processes, procedures, and technology solutions across multiple locations.
• Analyze business trends, customer feedback, and payment data to identify opportunities for improvement and implement data-driven solutions.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer care and collections efforts across all locations.
• Lead, motivate, and mentor a team of managers and agents, fostering a positive, high-performing, and customer-centric culture.
• Provide guidance and support to managers in the development of team members, ensuring consistent training, coaching, and performance management across all locations.
• Recruit, onboard, and develop top talent, creating a pipeline of future leaders within the customer care and collections teams.
• Champion a customer-centric approach throughout the organization, ensuring that all interactions with customers are professional, empathetic, and solution-oriented.
• Monitor customer feedback, complaints, and escalations, ensuring timely and effective resolution across all locations.
• Collaborate with cross-functional teams to implement initiatives that enhance the overall customer experience and drive loyalty.
• Develop and implement innovative collections strategies that maximize recovery rates while adhering to all applicable laws and regulations.
• Oversee the management of delinquent accounts, ensuring timely and effective communication with customers and adherence to company policies.
• Monitor collections performance across all locations, identifying trends and implementing corrective actions as needed.
• Ensure compliance with all federal and state laws, contractual requirements, and company policies related to customer care and collections.
• Prepare comprehensive reports on customer care and collections performance, including KPIs and other relevant metrics, for senior management.
• Collaborate with legal and compliance teams to mitigate risks and maintain ethical and legal collection practices across all locations.

Competencies

• Strategic Leadership : Proven ability to develop and execute comprehensive strategies across multiple locations, driving results and achieving organizational goals.
• Customer Focus : Passion for delivering exceptional customer experiences and building strong relationships with customers.
• Communication : Excellent written and verbal communication skills, capable of building rapport with customers, colleagues, and stakeholders at all levels.
• Problem-Solving : Highly organized, analytical, and data-driven mindset with the ability to identify and resolve complex issues across multiple locations.
• Team Building : Proven ability to lead, motivate, and develop high-performing teams, fostering a positive and collaborative work environment.
• Financial Acumen : Strong understanding of financial principles and metrics related to customer care and collections, with the ability to analyze data and make informed decisions.

Education / Experience

• Bachelor's degree in business administration, finance, or a related field.
• 7 years of progressive experience in customer care and collections, with 3 years in a senior leadership role managing multiple locations.
• Proven track record of success in improving customer satisfaction, reducing customer churn, and optimizing collections processes.
• Experience in the renewable energy industry, specifically in the solar sector, with an understanding of solar products, services, and customer needs.
• Experience with customer relationship management (CRM) software and other relevant technologies used in the renewable energy industry.
• Experience managing multiple locations or teams in a geographically dispersed environment.

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.
• Travel as required.
• Must be comfortable standing and walking for long periods of time
• 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 be able to lift and carry up to 40 lbs for short periods of time.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the 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.

Base Salary

$145,000 — $155,000 USD

Last updated : 2024-09-05