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. Responsibilities include negotiating retention solutions, maintaining strong relationships, and collaborating with internal teams. The ideal candidate possesses at least two years of relevant experience, excellent communication skills, and strong negotiation abilities. Lodgify offers a remote work environment, competitive salary, expense coverage for computers and gadgets, and opportunities for growth and development.

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)
• Excellent organization and negotiation 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
• Most interactions will be conducted by phone, but you will also assist customers via 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

• Customer retention experience is ideal but not mandatory
• Sales-related experience is a plus
• Additional languages like German, Italian or French!

Benefits

• The freedom to work from home
• Salary in EUR/USD!
• We understand the importance of having the right tools for the job, especially in a remote setting: Expense Coverage for Computers & Gadgets
• Great culture & working environment with an international team of over 60 different nationalities
• Travel to our yearly team-building events at company's expense
• Boost your earning potential with our referral program that offers paid compensation
• Dive into a career adventure with endless opportunities for growth and development
• Spice up your remote work routine with a dash of fun! Join us for virtual team activities