First Party Collections - Call Center

Job Purpose

The First Party Collections Representative will provide personalized and competent customer service to internal and external customers inquiring about purchases and payments. Responds to inquiries, resolving complaints, and providing contractual information via phone or email. Takes the initiative to communicate with internal departments to clarify contractual purchase and payment details. Performs administrative and clerical Customer Care duties.

Job Description

· Answers incoming customer calls; patiently and attentively listen to customer’s concerns and questions to identify the core needs.

· Reiterates the identified concerns or needs to ensure agreement.

· Clearly communicate resolution options and timeframes.

· Enters incoming callers contact information, issues, and resolutions in software.

· Provides service that meets service level agreements (SLAs).

· Responds billing inquiries, quotes balance, payoff information, and processes paid in full notifications.

· Accepts payments over the telephone as well as through the mail, complying with privacy and regulatory guidelines.

· Contacts various departments to verify or clarify cemetery property or funeral service purchase and agreement in order to resolve inquiries accurately and timely.

· Discuss and escalates advanced cases to management for input or resolution.

· May initiate outbound customer calls to provide issue resolution or follow up.

· Completes responsibilities within company policies, procedures, and compliant with regulations.

· May maintain Customer Care processes, procedures, and job aids.

· Recommends efficiencies to management with the outcome to improve

*Key Performance Metrics - Takes the initiative learn and remain current on company products and industry terminology to facilitate customer issue resolution.

Qualifications

· High School Diploma or GED Experience

· At least two (2) years of Customer Service experience

· Experience using call center phone software a plus

· Call Center experience A PLUS

Position Benefits

Get the chance to work directly with a leading provider of funeral, cremation, and cemetery services with a strong reputation in the industry. This opportunity offers the chance for career growth and advancement within the company. Working for an organization that has a diverse range of roles and locations allows employees to explore different areas of the funeral and cemetery industry and develop their skills and expertise. Along with comprehensive benefits, training and development, collaborative work environment, employee recognition, community involvement and most importantly, meaningful work – being a part of this industry can provide a sense of purpose and the opportunity to make a positive impact on the lives of grieving families. Helping families through difficult times and providing compassionate support can be deeply fulfilling for individuals like yourself!Working Environment: Onsite only

Employment type: Contract with potential to hire.

*Currently hiring for the later shift (11am-8pm) Training and nesting last approximately eight weeks and are conducted in-office from 8:00 a.m. to 5:00 p.m. After completing the eight weeks, the permanent production schedule will rotate between:

• Two weeks from 11:00 a.m. to 8:00 p.m.
• Two weeks from 9:00 a.m. to 6:00 p.m.

As of January 2026, we are no longer 50% hybrid. The current hybrid schedule is one day per week (Fridays). This option is available to new hires after completing the initial eight weeks of training and nesting.

Compensation: $18 HR or 19HR for Bilingual candidates

About us

Adroit Partners is a leader in identifying and placing quality talent with top employers. Becoming a part of our team means you will gain access to an array of opportunities with our network of clients. We offer assistance in refining your resume and social media presence to better highlight your talents, and can introduce you to industries you may not have considered. We are here to help you every step of the way from the application process through accepting the job offer, ensuring your career goals are met.

Fill out an application today!

Pay: $18.00 per hour

Work Location: In person

Salary : $18