Customer Service Representative I at Marmon Foodservice Technologies in Westlake, OH

Job description

• The Customer Service Representative is responsible for serving as the first point of contact for customers with overdue accounts. This role blends customer service excellence with debt recovery responsibilities, ensuring positive customer experiences while meeting collection targets.

Responsibilities

• Level I
• Manage inbound calls from customers regarding account status, payments, and disputes.
• Provide accurate information about balances, due dates, and payment options.
• Identify delinquent accounts and initiate appropriate collection actions.
• Document all customer interactions in CRM systems.
• Schedule one-time or recurring payments via EFT or credit/debit cards.
• Resolve customer complaints with empathy and professionalism.
• Recognize specific scenarios to require specific collection questions answered in compliance with the FTCPA.
• Properly request all UCFS collection letters (including Attorney letters).
• Effectively follow all the current KPI’s to ensure calls are answered in a timely manner.
• Work together as a team to achieve departmental goals.
• Use the approved third-party companies to accept payments and other customer service – collection duties!
• Appropriately request RPC and Accurint reports.
• Effectively use all options available on the Collection and Inquiries system menus.
• Review voicemails and return calls to the customers within 24 hours or the next business day.
• Set up future promise to pay for delinquent accounts.
• Properly process specific customer requests through the flag for review reports.
• Perform additional assignments as required to assist in achieving Team and Company goals.
• Level II
• Manage a higher volume of customer inquiries (KPI Based) without compromising quality of service.
• Cross-trained to support other departments and mentor new hires.
• Point of reference for new employees
• Monitor KPIs such as dollars collected per hour, wrap time, and contact rate.
• Must be extremely knowledgeable in the AS400. Castle Dialer, third-party payment platforms to assist the team.
• Ensure compliance with FDCPA and company policies.
• Provide strategic input to improve collection processes and customer satisfaction.
• Must be well-versed in the company's policies and procedures, ensuring compliance and consistency in customer interactions.
• Manage escalated customer issues that require more expertise or authority to resolve.
• Return customer calls to resolve any concerns or complaints.
• Must have an in-depth understanding of the company's distributor verticals enabling them to provide detailed assistance and customer satisfaction.

Requirements

• Must be local or willing to relocate to the Westlake, OH area.
• High school diploma required.
• 1 year of collection experience.
• 1 year of call center experience.
• Knowledge of billing and collections procedures.
• Pass Inbound Skills Assessment Test/Acceptable Keystrokes.

Skills

Required

• 1 year of collection experience
• 1 year of call center experience

Benefits

• Pay Range: $16-18/hr + commissions