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Customer Support Specialist

2 months ago

Ankeny, Iowa, United States Spectraforce Technologies Full time
Position: Inbound Customer Service Representative & Outbound Collector

Location: Remote

Contract Duration: 5 Months

Key Responsibilities
  • Handle incoming calls from both internal and external clients while processing customer payments efficiently.
  • Make informed credit release decisions in accordance with established protocols.
  • Refer customer disputes to appropriate personnel for resolution.
  • Facilitate payment arrangements for overdue accounts and escalate collection issues as needed.
  • Support the team in achieving inbound service level targets.
  • Conduct thorough investigations and analyses of credit information within defined guidelines.
  • Engage with customers regarding overdue payments and assist in the recovery of outstanding accounts, including support via online chat.
  • For Outbound Collections: Assess credit limits and participate in or lead monthly discussions with field staff, including Territory Managers and Order to Cash Champions.
  • Achieve monthly objectives set at the start of each quarter, focusing on reducing Days Sales Outstanding (DSO) and managing overdue accounts.
  • Manage a designated number of accounts daily and document all collection efforts.
Note: Candidates should be evaluated on Customer Service Scenarios, Microsoft Basics, and Basic Typing skills, with results included in the application.