Account Manager Inbound/Call Support (Bilingual)

Specific Job Responsibilities:

• Able to manage and assume responsibility for a high-volume of inbound calls and emails


• Engage with customers to resolve all billing questions and discrepancies in a timely and appropriate manner


• Record information about financial status of customers and status of collection efforts


• Process customer refunds, credit memos, adjustments and credit card payments


• Locate and monitor overdue accounts, using a variety of methods


• Confer with customer and perform necessary research to identify and resolve short payments, past due invoices, pricing discrepancies,


• Establish alternate payment schedules, based on customers’ financial situations and company policies


• Develop strong relationships with Operations and Sales to support the Customer Financial Services teams efforts in the resolution of customer discrepancies and process improvement


• Work closely within Account Manager team and with Account Services team to encourage collaboration and process improvements to elevate the customer service experience and reduce the balance of outstanding receivables and unapplied payments


• Effectively communicate with external customers and internal salespeople in a professional manner

Qualifications:

• Bachelor’s Degree is preferred


• At least three years of experience in account management and collections


• Bilingual in English/Spanish


• Self-motivated and able to work independently


• Excellent listening, written, verbal, communication and interpersonal skills (both verbal and written) with a customer service focus


• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists


• Proven ability to manage multiple projects at a time while paying strict attention to detail


• Strong computer skills required, with advanced knowledge of Microsoft Office applications, including Excel


• Ability to work cooperatively and collaboratively as part of a team and with all levels of employees, management and customers

Classification:

• Hourly, Non-Exempt Employee


• Full-time

Compensation:

• Salary to be commensurate with experience and responsibilities


• Benefits and vacation in accordance with company policies