What are the responsibilities and job description for the Call Center Representative/Collections position at IMPACT STAFFING INTERNATIONAL?
We are seeking a dependable, customer-focused Call Center Representative to join our team. This hybrid role involves outbound calls for early-stage collections and inbound customer service support for collection related questions, including login assistance and account info.
You’ll be part of a 34 person supportive, hands-on training environment, working side-by-side with supervisors and team leads to develop your skills and succeed in your role.
Key Responsibilities:
- Make outbound calls to customers with early-stage past-due accounts to offer payment options and support.
- Take inbound calls related to account support, including login issues and password resets.
- Deliver exceptional customer service with empathy, patience, and professionalism.
- Maintain accurate and timely records of customer interactions.
- Meet and exceed key performance indicators (KPIs) including call quality, resolution time, and customer satisfaction.
- Adhere to compliance regulations and internal processes including background, drug, and credit check requirements.
- 1–4 years (can be more for the right person/fit) experience, can be call center or customer service experience. Auto dialer is highly preferred
- Strong aptitude for learning systems quickly, with a great attitude and a desire to help.
- Excellent active listening and communication skills.
- Dependable, punctual, and hard-working with a focus on putting the customer first.
- Comfortable working on-site full-time with the flexibility to work occasional Saturdays and overtime when needed.
- Must pass a background check, drug screening, and credit check.
- Full medical coverage
- 401(k) plan with employer match
- 2 weeks paid time off (PTO) flexible unplanned time away
- Ongoing performance coaching and career growth opportunities
Hands-on, side-by-side with experienced supervisors and leads to ensure a smooth transition and deep understanding of tools, systems, and expectations.
Perks:
Long term career growth to lead, supervisor or another department
Tuesday and Thursdays offer a restaurant lunch option
Small team within a bigger team creating comradery
Raise each year upon evaluation
3% yearly discretionary bonus based on salary
Medical, Dental, Vision, Life Insurance, 401K and profit sharing after a year as an FTE
PTO increases with tenure
OT at time and a half available after 40 hours/week