Collections & Retention Customer Service Representative

Summary:

A Collections & Retention Customer Service Representative is responsible for contacting customers with overdue accounts, negotiating payment arrangements, resolving billing issues, and preventing service cancellations. The role blends customer service, problem‑solving, and persuasive communication to maintain customer relationships while meeting company recovery and retention targets. We are looking for a focused Collections Specialist to manage our accounts receivable and maintain a healthy cash flow. You will be responsible for recovering overdue payments from commercial and residential clients while resolving complex billing inquiries common in the fire and life safety industry. Your goal is to reduce Days Sales Outstanding (DSO) by maintaining proactive communication with clients and partnering internally with our service and installation Key Responsibilities Contact customers via phone, email, or messaging to collect on past‑due accounts and discuss outstanding balances. Negotiate payment plans , settlements, extensions, or alternative arrangements based on company guidelines. Identify reasons for delinquency and work with customers to resolve billing disputes or service concerns. Retain customers by addressing dissatisfaction, offering solutions, and presenting retention offers or incentives. Educate customers on account terms, payment options, and the consequences of continued delinquency. Document all interactions accurately in the customer account system, including promises to pay and follow‑up actions. Meet or exceed performance metrics such as recovery rates, call quality, customer satisfaction, and retention goals. Collaborate with internal teams (billing, technical support, sales) to resolve complex issues impacting payment or retention. Follow compliance guidelines including FDCPA, company policies, and privacy regulations. Handle escalated or high‑risk accounts with professionalism and empathy.

Active Collections:

Conduct high-volume outbound calls and send professional emails to clients with past-due balances.

Dispute Resolution:

Identify and resolve billing discrepancies stemming from technical service reports, labor hours, or equipment installation costs.

Contractual Oversight:

Manage recurring monitoring and maintenance service agreements, ensuring cancellations or defaults are handled per contract terms.

Account Reconciliation:

Perform detailed reconciliations to resolve payment discrepancies, short-pays, and unapplied cash transactions.

Internal Collaboration:

Partner with internal managers and other employees to verify billable work and address client concerns that may be holding up payment.

Reporting:

Maintain accurate account notes and provide daily reports to management, identifying high-risk accounts for escalation or write-offs.

Customer Retention:

Handle cancellation requests by identifying root cause of dissatisfaction and offering alternative solutions Required Skills & Qualifications Strong communication and negotiation skills Ability to remain calm and professional with frustrated or distressed customers Solid problem‑solving and conflict‑resolution abilities Experience with collections, retention, or customer service (preferred) High attention to detail and accurate documentation High school diploma or equivalent Strong typing skills (45+ WPM) with excellent accuracy Proficiency in Microsoft Office (Excel, Word) systems Excellent organizational and time‑management skills Ability to work independently and meet deadlines Bilingual - Fluent in

English & Spanish Experience:

1-3 years in collections or accounts receivable, preferably within a service-based or construction-related industry. Will train the right person who wants to learn!

Negotiation Skills:

Strong ability to handle difficult conversations with professionalism and negotiate realistic payment plans.

Technical Aptitude:

Ability to understand industry-specific billing (e.g., NFPA inspection reports, monitoring fees, and progress billing for large installations). Customer Retention Experience is a PLUS! Work Environment & Schedule Full‑time position Mon-Fri 8-5 Office‑based Only Pay to be discussed during interview Candidates who meet these qualifications and can successfully complete a drug screening and background check are invited to submiot their resume.

Benefits:

Health insurance Vision insurance

Work Location:

In person