Classification: Non-Exempt / Non-Bargaining
Acts as the company's public representative and provide first level support for all incoming Consolidated Communications payment arrangements and payment needs.
The Call Center Collector supports the Credit and Collections Organization utilizing INI (Interaction Agent Desktop) as well as other supporting applications as needed for completing customer interactions related to payment and payment arrangements.
Ability to learn, use and work with INI ( Interaction Client Agent Desktop Phone System) plus other supporting applications as needed such as; Semafone, FirsTech payment Interface, Kenan, Siebel, Kansys, MACC and Web Portal.
Ability to work and function in a fast pace call center environment with multiple priorities while handling inbound calls to meet required measured standards while maintaining a positive customer experience.
Consistently demonstrates excellent collection service skills and ability to assist customers with their payment needs and have willingness to help customers in difficult times.
Promotes good customer relations in all transactions and contacts.
Exercises constant awareness and knowledge of privacy issues while working with customer accounts
Responds to and resolves customer complaints by researching the problem and developing appropriate solutions within an empowered environment and in accordance with company guidelines.Meets or exceeds established monthly quality monitoring measurements.
Proactively follows up and coordinates with other departments to ensure resolution of customer issues.
Performs miscellaneous duties as assigned by a supervisor or manager including customer account research, special reports and projects.
Reports for work on time and maintains a satisfactory attendance record.