Job Summary We are seeking a motivated and detail-oriented Inbound Customer Service Representative and Outbound Collector to join our team. In this hybrid role, you will be responsible for managing inbound customer inquiries and performing outbound collection activities. You will play a critical part in ensuring timely payment of accounts receivable and delivering high-quality customer service, all while working within established credit and collection guidelines.
Key Responsibilities - Answer inbound phone calls from internal and external customers professionally and efficiently.
- Process customer payments accurately and in a timely manner.
- Make credit release decisions following defined procedures and company policies (The Client Gas & Equipment Inc. Way).
- Refer unresolved or complex customer disputes to appropriate field personnel for resolution.
- Initiate and manage outbound collection calls to follow up on delinquent accounts.
- Make payment arrangements with customers to bring accounts current.
- Escalate disputes or complex collections situations as needed.
- Assist the team in achieving inbound service level goals and overall departmental metrics.
- Perform investigations and analysis of credit information related to customer accounts.
- Resolve moderately complex credit issues independently and seek support for highly sensitive accounts.
- Contribute to team success by supporting ad hoc projects and performing other related duties as assigned.
Required Qualifications - Minimum of 2 years of experience in Credit & Collections or a similar role.
- Experience handling inbound and outbound calls in a fast-paced environment.
- Proficiency in Microsoft Word and Excel.
- Strong customer service and problem-solving skills.
- Effective verbal communication and interpersonal skills.
- Ability to work collaboratively in a team-oriented environment.
Preferred Qualifications (if any) - Experience in industrial or commercial collections is a plus.
- Familiarity with credit management software or ERP systems (e.g., SAP, Oracle).
Certifications (if any)