Collections Specialist

at Web.com

Jacksonville, FL

Posted on Sep. 13, 2017


Full Time


Health Insurance, Life Insurance, 401k / Retirement Plan, Dental Insurance, Vision Insurance

** Come meet our hiring manager in person

** Visit us on Tuesday September 19th from 10am to 2pm!

** Click Apply Now for location address

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Resumes submitted online will not be accepted, you must apply in person on September 19th.

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Summary of the job:

To assist the organization in minimizing Customer churn by retaining un-billable Customers and to add supplementary revenue by recovering delinquent payments and recommending additional services that would benefit our Customers in their online needs.

This position requires the Specialist to focus on saving, retaining, and reselling the value of our products and services to Customers.


Role and Responsibilities:

Reach out to Customers via an outbound dialer system and/or manual outbound calls.

Actively listen to Customers and fully understand the issue to determine next steps.

Thoroughly research accounts to understand cancellation reasons.

Retain the Customers by identifying long term save-strategies with a primary focus on “curing” the account.

Recover past due balances by updating the billing method and/or collecting on payments due.

Resolve or Escalate service issues and maintain a maximum number of accounts.

Recommend solutions and products to fulfill Customers’ Internet service needs.

Effectively respond to difficult or irate Customers with sensitivity & patience using excellent verbal soft skills.

Negotiate payment arrangements with Customers with appropriate follow-up on promise to pay.

Use basic skip tracing techniques to pursue alternate contact methods when needed.

Make minor text and image changes to websites and make suggestions for improvement.

Handle and participate in special projects or initiatives as assigned.

Document all interactions with 100% data integrity in the appropriate CRM system.

Actively support, at all times, company policies, confidentiality and department procedures.


Qualifications and Education Requirements

Prior experience selling or retaining customers in a call center environment is preferred.

Must be able to assist challenging Customers and demonstrate good negotiation skills at all times.

Must be an organized self-starter who can multi-task and meet assigned deadlines and commitments.

Prior experience successfully working in a Team environment is preferred.

Must be a problem solver, proactive and be a proven team player and leader.

Must be satisfactorily meeting performance expectations for the current position (internal candidates).


About Web.com

We're here for one reason: to help small businesses succeed online. With over 3 million customers and 20 years of experience, we know what small businesses need to succeed on the web. We're here to help with easy solutions that grow your business:

Products and Services

Websites
Marketing
Ecommerce
Hosting
Domains


Company Culture

Though Web.com has grown a LOT since it opened, we still maintain a small company feel, which means we like to work hard and play hard, too.

Our commitment to innovation depends on everyone owning responsibility to deliver exceptional products and customer service. This ownership also involves becoming an owner of the company as every employee of Web.com gets stock. We offer a casual and comfortable work environment where you are encouraged to be yourself and excel. We believe in supporting our employees to achieve their best and if you have a high batting average, we will give you opportunities within the company to grow: that is our promise. We feel that Web.com is a unique place to work. Give it a try and see why our employees stay so long!

Casual Working Environment

Like lots of other tech companies, Web.com offers a casual work environment so you can be comfortable while you work. This casual atmosphere translates into the way we communicate with each other, too... you will see employees from all over the company talking with executives because they want to make the company better. You will attend meetings where people from different teams passionately express differing opinions. Being casual means that you get to express who you are. We feel that's the kind of environment that generates loyalty and innovation. So far, we've been proven right.

Teamwork

At Web.com, teamwork is critical. We believe that teamwork is the key to efficiency and you will have to rely on team members to meet deadlines. After awhile, this will become a natural skill. . . reaching out to those around you and knowing that the job will get done. But we have discovered that it is not overly hard to meet critical deadlines when you are part of a strong team.

Work Ethic

We always encourage our employees to go the extra mile because our business is serving small business customers. We are in business to help small businesses succeed . . . so when they need our help, we answer. We strive to deliver the best products and services that will help our customers stay in business . . . and employees at Web.com care about the work that they do every day. We feel it is important work . . . we care about the success and needs of our customers: that is why we are in business.

Education requirementsHigh school diploma or GED is required.

Experience requirements1-3 years' related Billing, Sales, Retention/Cures, Collection experience and/or equivalent combination

QualificationsExcellent verbal and written communication skills

Work hoursMust be able to work overtime or flexible hours based on business need

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