We are looking for a Customer Service and Collections Manager who is passionate about delivering outstanding service while also overseeing our collections efforts. The Customer Service and Collections Manager will lead a dedicated team, focusing on delivering unparalleled customer service and effectively managing collections activities. This dual-focus role requires a unique blend of skills, including excellent interpersonal abilities, a customer-first mindset, and strategic collections management. You'll be responsible for fostering a positive environment where customer service excellence and effective collections strategies drive success.
Responsibilities:
· Lead and inspire a team focused on providing top-tier customer service and managing collections with a compassionate approach.
· Develop and implement strategies that enhance customer satisfaction, encourage timely payments, and maintain customer loyalty, even through the collections process.
· Monitor team performance, providing regular feedback, coaching, and training to ensure high levels of customer service and effective collections practices.
· Collaborate with other departments to ensure a cohesive customer experience that aligns with our brand values, from initial contact through the collections process.
· Handle escalated customer and collections issues with a balanced approach, resolving matters in a way that maintains customer relationships while protecting company interests.
· Analyze and report on customer service metrics and collections outcomes, using insights to drive continuous improvement and strategic decision-making.
· Ensure compliance with all relevant regulations and ethical standards in customer service and collections activities.
Qualifications:
· Bachelor's degree in Business Administration, Finance, Customer Relations, or a related field.
· Minimum of 5 years of experience in customer service, with significant experience in a management role that included collections responsibilities.
· Exceptional leadership skills, with a proven ability to motivate and develop a customer-focused team.
· Strong commitment to providing excellent customer service, with experience in resolving complex customer issues and managing sensitive collections situations.
· Excellent communication and negotiation skills, capable of engaging customers and team members effectively.
· Analytical thinker with the ability to interpret performance data and make informed decisions to improve customer service and collections efforts.
· Proficient in CRM and collections software, with a keen understanding of best practices in both areas.
We Offer:
· A competitive salary and comprehensive benefits package.
· A supportive, growth-oriented work environment where your contributions are valued and recognized.
· Opportunities for professional development and career advancement.
· The chance to make a significant impact in a critical, dual-focus role, shaping the future of customer service and collections in our company.
