Customer Service Rep (PGW)

Summary
Our Customer Service Representatives are responsible for effectively negotiating the resolution of early stage past due accounts and/or customer inquiries on behalf of our clients while maintaining a high level of customer satisfaction, by providing a professional, positive, and empathetic experience to each customer. Engagement, as well as adhering to all applicable company, client, and regulatory requirements are our top priority.

Full-Time 

Essential Functions
•    Meet or exceed productivity goals established by the Client and Company
•    Efficiently manage customer accounts and file records according to Company and Client work standards:
o    Efficiently handle and maintain customers’ accounts
o    Accurately and thoroughly update and document account notes while on the phone with customers
o    Use probing questions to assess the consumer’s situation and assist with resolving issues according to client’s work standards
o    Negotiate for payment arrangements on delinquent accounts
o    Quickly make knowledge-based decisions to resolve the related issues
•    Stay abreast of daily and weekly Operations news and information; acknowledge receipt and understanding of policy and procedure updates
•    Complete all assignments as required or requested by Operations management
•    Maintain knowledge, understanding, and compliance with all federal, state, and local laws and regulations within functional area and with Client policies and procedures
•    Communicate professionally and appropriately with clients, consumers, co-workers, and management
•    Meet required criteria for work schedules and adhere to attendance policies as outlined in the Employee Handbook and site policies and procedures
•    Keep up-to-date knowledge, understanding, and compliance with governmental laws and regulations within functional area and with Company policies and procedures
•    Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
•    Adhere to all Company and customer confidentiality and security policies and procedures


Non-Essential Functions
•    Perform other duties and special projects as assigned


Requirements
•    High School Diploma or General Educational Development (GED) certificate
•    Two or more years of applicable customer service or related experience
•    Proficient computer skills, including utilization of computerized collections software programs. Experience with spreadsheets and automated systems
•    Excellent customer service skills, including strong problem solving and negotiating skills, interpersonal, written, and oral communication skills. Ability to listen, communicate (written and verbal). Close attention to detail 
•    Ability to work independently, self-starter, energetic, demonstrate good common sense, ethical and sound judgment
•    Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures

This Position is subject to quarterly random DOT drug testing.

Position Type/Expected Hours of Work
Qualified candidates must be flexible with their schedule and able to work a minimum of 40 hours per week Mon through Fri. Schedules can be subject to change at the client's discretion. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.

Background checks and drug screens are performed.

Equal Employment Opportunity: Disabled/Veteran