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Role Description

This is a remote/work from home position – Must be located in NY to apply/be considered for this position.

Salary: $62,353.20 (Exempt level)

Responsibilities:

• Supervise a team of customer service agents.
• Organize, direct, and monitor daily activities of the team.
• Create and implement strategy to ensure performance objectives are met.
• Handle escalated calls.
• Monitor and review individual and team performance.
• Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required.
• Monitor and analyze productivity of agents; generate reports based on analysis.
• Field questions from team and possibly clients; recommend corrective services to address customer complaints.
• Provide coaching and development feedback.
• Ensure all client compliance requirements are met.
• Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations.
• Produce and review Call Management System (CMS) reports.
• Maintain contact with client as determined by management.
• Monitor email and voice mail to ensure all communications are up to date and accurate.
• Ensure all payroll deadlines are met.
• Ensure daily and monthly performance results are tracked by agent and team.
• Conduct monthly / annual performance reviews with direct reports.
• Train, motivate, develop and reward customer service agents.
• Respond to and work to resolve agent concerns in a timely manner.
• Prepare reports as needed.
• Perform customer service agent duties as needed.
• Possess working knowledge of utility industry regulated market credit/collections practices.
• Coordinate maximum coverage within the assigned group to ensure completion of daily tasks.
• Participate in the interviewing and hiring process.
• Issue corrective action/termination as necessary.
• Follow all rules set forth in the Company Employee Handbook and lead by example.
• Motivate staff and maintain a team atmosphere.
• Miscellaneous duties as assigned.

Qualifications

• High school diploma or equivalent.
• 2 years of customer service experience.
• Previous management experience preferred.
• Internal Candidates; Must have 3 months tenure on project to apply, Not currently on a disciplinary action.
• Excellent oral and written communication skills.
• Strong leadership skills.
• Knowledge of FDCPA and state laws.
• Able to change direction as needed in order to meet the needs of customers; both internal and external.
• Can work under pressure and assist where required in meeting critical deadlines.
• Capable of maintaining confidentiality.
• Proficient with Microsoft Excel and Word.
• Able to calculate figures and amounts.
• Capable of analyzing statistical requirements.
• Can understand and respond to diverse population.
• Ability to successfully handle Escalation calls.
• Coordinate multiple tasks simultaneously.
• Flexibility to work any shift including weekends.
• Must maintain regular and reliable attendance.
• Travel requirements are less than 5%.

Requirements

• Regularly required to stand or sit, and move about.
• Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.
• For Remote Positions: The minimum internet speed requirements for remote work are as follows:
• Broadband internet connection (No DSL, or Dial Up).
• Hard wired connection (no wifi, wifi hotspots).
• Speed Test Results: 25 mbps download, 20 mbps upload.

Benefits

• Work from home.
• Paid training.
• Team-oriented work environment.
• Growth opportunity.
• Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!