What are the responsibilities and job description for the Customer Success Advisor position at City of Thomasville?
Description
This position performs administrative work of the customer success area. Handles a variety of responsibilities associated with effectively responding to requests for collection and recovery services to customers. Responsible for the processing and the solicitation for payment on overdue accounts. Being a Customer Success Advisor ensures all protocols, laws and regulations to transform delinquent accounts resourcefully. Investigates issues and advises the best arrearage management option to customers based on the status of their accounts.
Undertake meaningful unscripted conversations with customers to facilitate positive customer outcomes.
Actively building a good rapport with customers looking to meet their needs by promoting suitable services and products.
Serve as the liaison between the City of Thomasville and delinquent consumers of a company.
Responsible for observing accounts to identify overdue payments, report collection activity, address client queries, and develop repayment plans.
Reviewing accounts receivable records to identify accounts with high risk of delinquency
Recommending collection methods based on the nature of the debt, including letters, phone calls, legal action, and negotiations with customers
Working with clients to develop payment plans to help them pay off their debts
Respond to client account queries in a timely and professional manner.
Communicate major problems to administration.
Other duties as assigned.
Position Requirements
Exceptional customer service skills, good interpersonal skills, problem solving skills and active listening skills.
Computer skills, such as, word, excel, utility billing.
Thorough understanding of all City services and rates.
Ability to communicate clearly and concisely, both orally and in writing.
Ability to communicate effectively and to deal diplomatically with irate persons and in difficult situations.
In-depth knowledge of laws and policies related to debt collection.
High school diploma or equivalent qualification required; Associate's preferred.
A minimum of 2 years' experience in a similar role.
Physical / Environmental Requirements
Mobility to work in typical office settings using standard office equipment is required. In addition, vision to read printed materials and computer screen and hearing and speech to communicate in person or over the telephone. Noise level in the work environment is usually moderate.
Location
City of Thomasville
About the Organization
Our Vision
A progressive and unified community providing an inviting place to live, work, play and prosper.
Our Mission
In partnership with our community, Team Thomasville will deliver excellent and dependable public services while building trusting relationships through openness, inclusion and innovation.
Our Values
Trustworthy & Dependable
We are dedicated to provide reliable services to our citizens and community.
Equal & Inclusive
We will empower a diverse and progressive culture to strengthen community partnerships.
Accountability & Transparent
We will maintain business practices that build community trust with openness, integrity and accountability.
Modern & Innovative
We will execute creative plans and innovative strategies to bring sustainable growth to our entire community.
This position is currently accepting applications.
