Account Representative I

Responsibilities

• Handle inbound phone calls, emails, and/or chats to assist customers with complaints, inquiries, requests, and taking payments.
• Perform outbound phone calls and emails to customers with overdue accounts.
• Negotiate payments to establish payment plans or settlements that satisfy both parties.
• Maintain all communications, payment arrangements, and account updates accurately.
• Note accounts with payment status and customer interaction.
• Monitor accounts and perform follow-up regularly to ensure compliance with payment agreements.
• Mail, fax, and email invoices to customers as requested.
• Aid in credits, refunds, invoice adjustments, prepare Journal Vouchers, payment affidavits, payment research, and account reconciliation.
• Always maintain confidentiality due to privileged information and customer data.
• Collaborate with Leads and Management Team to serve the customers in the best possible way.
• Pass on issues to the Leads and Management Team as needed, for assistance with collection efforts or account resolution.

Qualifications

• Average Attendance is required.
• Reliability and Accountability.
• Attention to Detail.
• Computer experience with Microsoft Excel, Word, and Outlook required.
• Customer Service and/or Accounts Receivable experience preferred.
• Working knowledge of one or more of the following systems preferred: Magazine AS400, Oracle Fusion, Oracle EBS/OCI, or Book Fairs CIS.
• Able to work across multiple platforms simultaneously.
• Excellent verbal & written communication skills along with organizational and multitasking abilities.
• Patience and emotional intelligence.
• Staying calm with frustrated or confused customers.
• Positive Attitude.
• Maintain friendly and helpful demeanor.
• Previous experience assigning priorities, meeting deadlines, utilizing sound decision making methodology, and goal driven with the ability to work under pressure.
• Adaptable to change.
• Flexible and willing to work in a changing environment.
• Proficient working alone and as part of a team.
• Abide by strict Payment Card Industry (PCI) compliance and security guidelines.
• Ahere to federal and state debit collection laws and company policies.