Job Description
The Customer Service and Collections Manager will lead a dedicated team, focusing on delivering unparalleled customer service and effectively managing collections activities. This dual-focus role requires a unique blend of skills, including excellent interpersonal abilities, a customer-first mindset, and strategic collections management. You'll be responsible for fostering a positive environment where customer service excellence and effective collections strategies drive success.
Responsibilities:
- Lead and inspire a team focused on providing top-tier customer service and managing collections with a compassionate approach.
- Develop and implement strategies that enhance customer satisfaction, encourage timely payments, and maintain customer loyalty, even through the collections process.
- Monitor team performance, providing regular feedback, coaching, and training to ensure high levels of customer service and effective collections practices.
- Collaborate with other departments to ensure a cohesive customer experience that aligns with our brand values, from initial contact through the collections process.
- Handle escalated customer and collections issues with a balanced approach, resolving matters in a way that maintains customer relationships while protecting company interests.
- Analyze and report on customer service metrics and collections outcomes, using insights to drive continuous improvement and strategic decision-making.
- Ensure compliance with all relevant regulations and ethical standards in customer service and collections activities.
Qualifications:
- Business Administration, Customer Relations, or a related field.
- Minimum of 2 years of experience in customer service, with significant experience in a management role that included collections responsibilities.
- Exceptional leadership skills, with a proven ability to motivate and develop a customer-focused team.
- Strong commitment to providing excellent customer service, with experience in resolving complex customer issues and managing sensitive collections situations.
- Excellent communication and negotiation skills, capable of engaging customers and team members effectively.
- Analytical thinker with the ability to interpret performance data and make informed decisions to improve customer service and collections efforts.
- Proficient in CRM and collections software, with a keen understanding of best practices in both areas.
We Offer:
- A competitive salary and comprehensive benefits package.
- A supportive, growth-oriented work environment where your contributions are valued and recognized.
- Opportunities for professional development and career advancement.
- The chance to make a significant impact in a critical, dual-focus role, shaping the future of customer service and collections in our company.
Employment Type: Full-Time
Salary: $ 25.00 Per Hour
Job Tags
Hourly pay, Full time,