Payment Collections Specialist

Summary

Join Lodgify, a fast-growing vacation rental software company, as a fully remote Payment Collections Specialist! This crucial role focuses on improving company revenue through customer retention and effective collections management. You will handle customer retention efforts, manage collections, support account upgrades, and resolve customer concerns. You'll negotiate retention solutions, maintain strong relationships, and collaborate with internal teams. The ideal candidate possesses at least two years of relevant experience, excellent communication skills, and strong negotiation abilities. Lodgify offers a comprehensive benefits package including remote work flexibility, paid vacation, health insurance, and various perks.

Requirements

• Minimum 2 years of experience in a related role
• Confident and proactive in engaging with customers over the phone
• Fluent in English (excellent written and verbal communication skills)

Responsibilities

• Manage cancellation requests, focusing on retaining customers by understanding their concerns and offering personalized solutions
• Oversee billing and collections, proactively contacting customers by phone, informing internal teams, and optimizing processes
• Identify upsell opportunities and offer relevant account upgrades
• Assist customers with billing inquiries and payment issues via phone, email, and chat
• Collaborate across teams to report issues, suggest product improvements, and contribute to key projects
• Contact customers via phone and email to recover overdue amounts while maintaining a positive relationship
• Document key activities and insights gathered throughout the collection process and ensure appropriate follow-up
• Use negotiation skills to address customer concerns and provide the best solutions for both parties
• Adhere to established procedures while demonstrating independent problem-solving skills. Maintain active engagement with the team through chat and other channels to ensure collaboration and support

Preferred Qualifications

• Additional languages are a plus
• Customer retention experience is ideal but not mandatory
• Sales-related experience is a plus
• Excellent organization and negotiation skills
• Proficiency in Italian or French

Benefits

• The freedom to work from home any day that works for you
• Enjoy 25 working days of paid vacation and Jornada Intensiva in August
• Top-notch Cigna health insurance (includes travel insurance, dental plan, psychologist and we cover pre-existing conditions too)
• Save on meals! Enjoy a monthly allowance of 150€ and, in addition, a Flexible Remuneration plan with up to 70€. Plus, enjoy a 50% discount on Ametller’s prepared dishes to level up your mealtime!
• Flexible Remuneration options for your transportation needs
• Elevate your workspace. We provide a home-office setup allowance to ensure you have everything you need for a productive and comfortable work environment
• Free Spanish classes
• Boost your earning potential with our referral program that offers paid compensation
• Fuel your day with a daily office breakfast buffet and join our monthly events like football tournaments, wine tastings, hikes, kayaking and more!
• Work in a dynamic environment with offices fully equipped for fun with ping pong, foosball, surrounded by an international team of +60 nationalities