What are the responsibilities and job description for the Collections Specialist position at ZenBusiness Inc.?
The Role
ZenBusiness is seeking an experienced Collections Specialist professional that has a passion for delivering friendly, timely, and knowledgeable customer interactions about our products and services. You’ll need to be an active listener to understand the customers' needs and then offer the appropriate solution for each situation. The successful candidate for this role will be able to quickly gain a broad understanding of the ZenBusiness products and services. While we are based in Austin, Texas we are a fully remote company.
This position will report to the Manager, Customer Success and is remote.
Responsibilities
- Working with client both via phone (both inbound and outbound) and email to collect and retain client for ZenBusiness long term
- Knowledge of billing procedures and collection techniques
- Responsible for all refund request and determining if a refund is due for any and all clients that are requesting refunds
- Responsible for delinquent clients and deciding whether we keep them on the platform or cancel the clients
- Will also be responsible for all client leaving the platform and deciding whether or not to engage to offer solutions to stay
- Update customer information within Salesforce during and after each customer contact
- Stay updated on product knowledge and take initiative to expand industry knowledge
- Maintain Satisfaction Ratings based on criteria set by leadership
- Comfortable working with targets
- Patient and possess ability to manage stress well
- Strong negotiation and problem solving skills
- Excellent communication skills both written and oral
Qualifications
- Minimum High School Diploma/GED required
- Minimum of one year of Customer Service or Tech Support experience in a contact center, legal, or other service environment
- Minimum of one year of high volume collections experience
- History and Proven experience effectively prioritizing workload to meet objectives
- Experience with Salesforce or other CRM applications
- Excellent interpersonal communication skills
- Be comfortable with change and uncertainty in a fast-paced environment
Bonus Qualifications
- Sales experience
- Mac OS knowledge
- Experience with Google File Stream, Docs, Sheets, and Adobe DC
