Collection Specialist

101830

2121 Directors Row, Indianapolis, Indiana 46241

TruGreen accepts applications on an ongoing basis.

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview

Facilitates and resolves collection of unpaid balances on customer accounts through outbound and/or inbound telephone contacts. Contacts are made by manual dialing or through the use an automated dialing system.

Responsibilities

• Uses negation skills to facilitate and resolve collection of unpaid balances on customer accounts through frequent outbound and/or inbound telephone contacts, without damaging customer relationships.

• Negotiates and establishes payment arrangements with customers within established company guidelines.

• Converts customers to payment capture to ensure prompt payment and facilitate customer retention.

• Accepts and processes payments to customer accounts with adherence to company and payment card policies and procedures.

• Applies 5 Pillar Quality standards in accordance to Truly Green QA Model.

• Uses save training and specialized offers to retain customers.

• Upsell full plan services and/or ancillary services to provide customer value on all appropriate customer calls/chats.

• Responds to customer requests and inquiries regarding account balance and status.

• Monitors and reports trends in customer interactions to management as necessary.

• Assist customers with concerns not related to account balances.

• Occasionally assists with inbound customer service calls based on business needs.

• Maintain Key Performance Metrics and meet company objectives

• Other duties as assigned

Competencies

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

• Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• Accountability - holding self and others accountable to meet commitments.

• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Drives Results - Consistently achieving results, even under tough circumstances.

Education and Experience Requirements

• High school diploma/GED required

• 1+ years of customer service experience referred

• Accounts receivable/collections experience strongly preferred

Knowledge, Skills, and Abilities

• Knowledge of accounts receivable and collections practices

• Mathematical competency (addition, subtraction, multiplication, division) to calculate account balances, including rates and percentages

• Attention to detail and accuracy with numerical data

• Computer skills with Microsoft Office applications (Word, Excel, Outlook)

• Customer service and conflict resolution skills

• Written and verbal communication skills

• Ability to operate in a fast-paced, customer-centric environment with frequent telephone-based customer contact

• Process orientation to adhere to standard procedures and policies and instructions

• Organizational and time management skills, including punctuality for on-time attendance

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

• Sit, stand and walk

• Use hands and arms to handle, feel or reach

• Speak and hear

• Use close vision abilities

Occasionally required to:

• Lift or move up to 25 lbs.

• Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Noise level - Low to moderate

• Adverse Conditions - Minimal

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace.

Pay Ranges

$27,669.00 - $51,188.00

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | TruGreen (~~~ (~~~) ).

California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.

TruGreen performs pre-employment testing.

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