Collections Specialist

Summary

Join ZenBusiness as a Collections Specialist and contribute to our mission of simplifying business operations for entrepreneurs. This remote position, reporting to the Manager of Customer Success, requires excellent communication and problem-solving skills. You will work with clients via phone and email to collect payments, manage refunds, and retain clients. The ideal candidate possesses experience in collections, customer service, and CRM applications like Salesforce. ZenBusiness offers a supportive remote work environment with competitive benefits, including health insurance, retirement plan, paid time off, and various other perks.

Requirements

• Minimum High School Diploma/GED
• Minimum one year of Customer Service or Tech Support experience in a contact center, legal, or other service environment
• Minimum one year of high-volume collections experience
• Proven ability to effectively prioritize workload to meet objectives
• Experience with Salesforce or other CRM applications
• Excellent interpersonal communication skills
• Comfort with change and uncertainty in a fast-paced environment

Responsibilities

• Work with clients via phone (inbound and outbound) and email to collect payments and retain clients long-term
• Demonstrate knowledge of billing procedures and collection techniques
• Handle all refund requests and determine if a refund is due
• Manage delinquent clients, deciding whether to retain them on the platform or cancel their accounts
• Manage clients leaving the platform, deciding whether to engage and offer solutions to retain them
• Update customer information in Salesforce during and after each customer contact
• Stay updated on product knowledge and proactively expand industry knowledge
• Maintain Satisfaction Ratings based on leadership-defined criteria
• Work comfortably with targets
• Demonstrate patience and the ability to manage stress effectively
• Possess strong negotiation and problem-solving skills
• Exhibit excellent written and oral communication skills

Preferred Qualifications

• Sales experience
• Mac OS knowledge
• Experience with Google File Stream, Docs, Sheets, and Adobe DC

Benefits

• Medical, vision, dental, disability, and life insurance
• Parental and military leave
• Employee assistance program
• 401k + match
• Annual bonus
• Pet insurance
• RSUs
• Paid parking (applicable to in-office employees)
• 10 paid holidays