Our Customer Collections Representatives are an integral part of the Operations department, and we are looking for individuals who enjoy working in a fast-paced and challenging environment and have a real interest in learning new things.
Our Representatives are responsible for ensuring overdue debt is kept to a minimum and that customer payments are made in a timely manner. The successful candidate will support vulnerable and non-vulnerable customers by identifying appropriate arrears solutions and build effective relationships with customers, clients and colleagues whilst demonstrating best business practices.
Roles/Responsibilities
This list is by no means exhaustive and will be adapted to suit business needs.
* Manage allocated list of DR sites to keep debt levels as low as possible by contacting residents by phone/email/letter.
* Where appropriate, ensure supplies are disconnected pending payment.
* Negotiate cancellation or disconnection / reconnection of services to properties within agreed guidelines, and where appropriate liaise with Field Services to arrange reconnection.
* Issue Aged Debt Reports to an allocated list of clients on a monthly basis.
* Assist with collating information about debt to clients and providing effective updates.
* Provide full support to the Billing /Customer Services Team when needed.
* Ensure that all written communication (whether email or letter) adheres to company standards and complies with Client requirements.
* Handle all telephone calls in a manner that adheres to company standards and is compliant with client requirements.
* Become fully aware of the processes, procedures, systems and legislative requirements within our industry.
Key Skills and Behaviours Required
We require the applicant to have:
* Excellent communication and writing skills.
* Ability to listen and display empathy.
* Ability to manage conflict and conflict resolution
* ideally have experience in credit control and/or debt recovery.
* Negotiation skills
* Pro-Active attitude - use their initiative to help deliver resolutions.
* Motivated by hitting and exceeding targets.
* A willingness to learn is essential along with a genuine focus for doing what's right for customers.
* Ability to respond appropriately under pressure.
* Proficient in Microsoft office suite
* Proficient in navigating social media platforms.
* Real Team Player – we adopt a collaborative approach, and you must enjoy working as a part of a team.
* Genuine passion to help people and problem solve.
Switch2 Energy is an equal opportunities employer.
#J-18808-Ljbffr