Collections / Customer Satisfaction (Plumber)

Repipe1 is one of the largest Repipe companies in Southern California. We are seeking an experienced Customer Satisfaction Specialist to contribute to Accounts Receivable/Collections as well as Customer Service. The candidate must be able to work with colleagues at all organizational levels to gather information. The candidate should have a background in Accounts Receivables (collections), ability to handle multiple and ongoing projects, excellent communication skills, prioritize and organize a diverse workload, and a strong attention to ---------- ndidate must have construction or plumbing experience.

The candidate will be responsible for supporting comprehensive customer service that encompasses answering a wide array of questions while providing education on services and defusing frustrations by providing options and solutions for resolving consumer issues. The ideal candidate will have extraordinary communication skills and the ability to solve a customer’s concern quickly, while abiding by company policy.

This is a customer-facing role.

Roles and Responsibilities

- Serve as the liaison with the clients for escalated accounts receivable issues
- Identify and solve issues related to billings and collection
- Monitor accounts receivable balances and collect outstanding balances from delinquent accounts
- Take action to promptly collect past due AR (emails, calls, letters)
- Respond to inquiries and research and resolve customer disputes
- Work collectively with other Departments to resolve any A/R issues
- Identify, review, prepare account adjustments, and prepare collection files
- Manage all customer accounts, including ongoing correspondence in relation to information requests and resolution of invoice discrepancies
- Monitor and manage A/R aging which includes resolution of old debit and credit balances
- Collect open invoices through Quick books
- Make phone calls and emails to customers with an open balance. In-person visits may also be necessary to properly assess customers’ concerns.
- Document client accounts to ensure that all steps are taken to resolve the balance
- Process payments over the phone and in person
- Investigate charge back issues and provide all documentation to rebuttal cases if applicable
- Address and resolve escalated customer complaints at all stages of customer lifecycle
- Track and report ongoing issues, including providing reports and summaries on customer inquiries

Skills

- Excellent verbal and written communication
- Adept at negotiation
- Proficient in Microsoft Outlook, Word, and Excel (Intermediate)
- Attention to detail
- Problem solving
- Critical thinking
- Time management
- Coordination

Experience

- Previous experience working with external stakeholders to build strong relationships
- Ability to triage and follow established processes and procedures.
- Experience in Accounts Receivable and/or Customer Service (5 years min)
- Experience in Construction or Plumbing (1 year min)