Collections Agent responsible for making and receiving calls regarding client accounts and product updates. Engaging with customers to resolve issues and improve account retention.
About the role
- Collection Customer Service Representative at Grainger managing customer receivables. Providing high-level service in a hybrid work environment after training.
Responsibilities
- Answer inbound phone inquiries and quickly respond to customer requests for documentation.
- Demonstrate problem solving and curiosity dealing with our customers and your colleagues.
- Use professional collection skills and techniques to identify customer reasons for delinquent account status including outbound calling.
- Work with multiple departments such as Credit, Sales, and Branch partners to resolve collections issues that may require special attention and resolve payment barriers.
- Maintain accurate and detailed customer contact notes following established standard repeatable processes.
- Work with customers and accounts receivable specialists to resolve situations which cause un-reconciled checks.
- Partner with Sales personnel on payment barrier removal.
- Provide Credit Managers with customer information to help evaluate customer payment terms.
Requirements
- High school diploma or equivalent
- 1+ year of experience solving customer issues in a customer service environment or inbound call center experience.
- Computer proficiency in programs such as MS Outlook, MS Word and MS Teams, and MS Excel (can maintain spreadsheets)
- Phone customer service skills and a solid command of English grammar for verbal and written interactions.
- The ability to work in Janesville location for training and position requirements.
Benefits
- Medical, dental, vision, and life insurance coverage starts on day one of employment.
- Access to up to 50% of your paycheck based on hours worked before payday.
- 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
- Employee discounts, parental leave, and other benefits.
- Safety shoes provided (where applicable).
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