Credit and Collect Representative
Core
Resolve complex customer inquiries and negotiate payment arrangements for past-due utility debt across multiple communication channels.
Role type
Senior IC customer service representative (collections)
Builds
Debt repayment schedules and customer satisfaction metrics
Domain
Utilities (electricity and natural gas)
Deliverable
client delivery
Required skills
negotiation, problem-solving, critical thinking, technology troubleshooting, multi-system navigation, script adherence
Preferred skills
Spanish language proficiency, prior collections experience
Technologies
multiple utility systems and applications
Responsibilities
Handle customer phone calls professionally and empathetically; negotiate payment plans for past-due balances; resolve complex customer disputes and inquiries; process critical orders during electric emergencies; participate in on-call rotation for storm emergencies; troubleshoot technology issues to ensure workflow continuity.