Inbound Customer Service Representative & Outbound Collector

Position Title : Inbound Customer Service Representative & Outbound Collector

Work Location : Ankeny Iowa 50021

Assignment Duration : 7+ months

Work Schedule : M-F 7-3 : 30, 8 : 00-4 : 30 & 8 : 30-5 : 00 Shifts; Two of these will be for Inbound and one for Outbound collections.

Position Summary :

Answer inbound phone calls from internal and external customers

Key Responsibilities :

Process customers payments

Make credit release decisions following procedures

Refer customer disputes to field personnel for final resolution

Make payment arrangements on delinquent accounts

Escalate customer disputes and collections situations as necessary

Assist team in meeting inbound service level standard

Responsible for the investigation and analysis of credit information while working within established guidelines

Contact customers regarding delinquent payments and assists in the collection of past due accounts

For Outbound Collections : Credit limit assessments

Participate and / or lead monthly conference calls with Field staff (Territory Managers, General Sales Managers, Order to Cash Champions, etc)

Meet monthly goals set at beginning of quarter (reduce DSO, reduce over 30 / 60 / 90 buckets, etc)

Work set # of accounts each day and note all efforts

Have candidates tested for Customer Service Scenarios. Microsoft Basics, and Basic Typing required