Supervisor Credit and Collections (Customer Care Team)
The Supervisor Credit and Collections will serve as the contact for the function. The Supervisor Credit and Collections will be responsible for the management of customer monthly billing inquiries and the dissemination into the appropriate groups to handle and resolve timely. The Supervisor Credit and Collections through the coordination of interdepartmental efforts will be responsible for the identification and resolution of complex problems that will result in training and coaching of the staff. This position supervises daily activities of a team of Customer Care Analysts and will provide daily feedback, mentoring as required and ensures the team is on track with workload. The position reports to the Credit and Collections Manager.
Essential Job Functions
Supervision of all processes related and associated with activities of the team, including but not limited to ensuring consistent and timely follow up, setting and adherence to standards of good customer care practices.
Responsible for guiding and supervising customer complaint resolution leading to a positive result for internal and external parties.
Provide coaching and training to team members to ensure timely resolution and response of customer concerns.
Provide analysis and feedback to manager explaining resolution attempts on any escalation issues.
Responding to calls/emails from customers; Identification and resolution of issues.
Research and analyze customer requests with regards to contract discrepancies.
Working with Cash applications and adjustments to specific Customer accounts.
Ability to utilize and diagnose the CRM (Customer Relationship Management) tool.
Actively participate in the training and mentoring of staff, while creating a team approach to work flow.
Review policies and procedures on a consistent and ongoing basis, making recommendations for changes.
Make suggestions for and implement process improvement to maximize efficiency within the Customer Care team and throughout the organization.
Prepares performance appraisals and provide feedback / recommendations to the Credit and Collection Manager.
Complete ad hoc projects as assigned by the Credit and Collection Manager.
Proven ability to manage competing priorities under tight deadlines.
Problem solve issues that become escalated and communicate to the appropriate parties the resolution of issues.
4-year college degree preferred, but not required in Business, Accounting or equivalent experience.
Experience in a multi-functional role and using multi-company accounting software package.
5 plus years of experience in a Customer Service/Accounting environment
Must have strong general knowledge of customer service, billing and collections process cycles.
Must possess strong written and verbal communication skills with the ability to articulate challenges and professionally present actions and solutions, along with excellent customer service skills.
Must be a resourceful, proactive problem solver.
Have the ability to work well under pressure while maintaining a professional and positive demeanor.
Demonstrated ability to effectively lead and motivate a team in a customer facing environment.
Ability to work effectively in a matrix organization.
Able to handle confidential information and exercise good judgment.
Strong negotiation skills.