Customer Collections Specialist (Remote)

⏰ Shift Schedule & Work Setup:

• US Eastern/Central Timezone (Night Shift in PH)
• 100% Remote – work from the comfort of your home
• Applicants should be equipment ready (laptop, headset, etc.) to ensure a smooth start and seamless workflow

🏢 Job Summary:

This position will be responsible for contacting customers – both residential and commercial – with outstanding balances and working with them to remit payment, all while helping the team deliver the industry leading customer experience. In addition, the role will process customer payments and investigating collections issues. If you are comfortable negotiating, have strong problem-solving skills, and a customer-centric mindset, this role is for you.

This position is part of the Customer Experience organization. And offers opportunities for growth among a group of high achieving and fun professionals. If you’re interested in joining the clean energy revolution at one of the best places to work in solar, we would love to have you apply.

🔑 Key Responsibilities:

• Effectively manage a portfolio of accounts including those of high value, ensuring the timely recovery of outstanding balances through strategic oversight and proactive follow-up.
• Leverage strong negotiation and persuasion skills to secure payment commitments while maintaining professional, positive customer relationships.
• De-escalate challenging situations by using active listening, empathy, and problem-solving to resolve issues and sustain positive relationships.
• Utilize multiple systems (Salesforce, Zuora, Internal Portal) to identify and resolve problems efficiently.
• Accurately document and track collections processes and activities to ensure accuracy and compliance.
• Enhance customer retention by providing clear explanations of community solar benefits, addressing concerns, and creating a positive customer experience that encourages continued engagement.
• Perform skip tracing techniques to locate hard-to-reach customers using various tools and investigative strategies.
• Prioritize customer experience by delivering empathetic, solution-driven interactions that foster trust and satisfaction.
• Mange collections for both residential and commercial accounts, including large accounts with multiple locations, ensuring tailored collection strategies to maximize recovery rates and proactively following up to ensure invoices are paid on time, minimizing delinquencies and maintaining strong customer relationships.
• Collaborate within the team, sharing innovations and best practices to drive continuous improvement.
• Thrive in a fast-paced, goal-oriented environment, adapting quickly to changing priorities.
• Communicate effectively with other departments to ensure collection cases are managed appropriately.
• Consistently meet and exceed departmental KPIs, including dollars collected and call volumes.
• Be open to coaching and constructive feedback, applying suggestions to enhance performance.
• Efficiently manage multiple daily tasks, including making outbound calls, handling inbound inquiries, responding to emails, managing Salesforce cases, and following up to ensure timely resolutions
• Clearly explain community solar benefits and savings to customers, enhancing their understanding and engagement.

💡 Skills, Knowledge, and Expertise

(Minimum required for this role)

• 3-5+ years of professional experience, in a collection role ideally in a solar industry
• Excellent communication skills, both verbal and written.
• Knowledge of Billing and Collections procedures.
• Experience with skip tracing tools and investigative techniques to contact customers.
• Passion for delivering excellent customer service and retention strategies.
• Proficient in Excel, typing, and computer navigation skills.
• Salesforce or similar CRM system experience required.
• You are self-motivated, self-starting, and self-assured!
• Attention to detail in client-facing communication.
• Ability to work effectively with diverse teams in a collaborative environment.
• Comfortable in working in a dynamic and growing environment.

Preferred Experience:

• Prior customer service or call center experience required
• Accounts Receivable knowledge/experience
• Salesforce or similar CRM system experience required
• Familiarity with Zuora or similar billing systems

🚨 NOTE:

This is a full-time employment position and NOT an Independent Contractor arrangement. It comes with government-mandated contributions and benefits.

A background check is part of our hiring process and will be completed before moving to the job offer stage. We kindly ask applicants to have the necessary details ready in advance to keep things smooth and hassle-free.