Operations Accounts Specialist

Summary

Call Center Renewal Agents serve as coaches to our customers, obtaining lease renewal payments and lease agreement renewals by understanding lease agreement terms and benefits and ensuring customers are fully satisfied with the product. A Call Center Renewal Agent builds relationships with customers over the phone to help bring them one step closer to ownership.

Duties and Responsibilities

Utilizes provided tools to find and renew customers. Makes direct contact over the phone with customers who have not renewed their lease agreement(s)Educates customers on the benefits of timely lease agreement payments and leverages the proprietary suite of lease renewal options to help get customers to ownershipUpkeep customer accounts and maintain updated customer information in the computer systemDocuments all customer lease renewal payment appointmentsWorks in partnership with retail partner when customers have an interest in buying or leasing additional merchandiseMaintain the highest level of compliance with applicable policies, procedures, regulations, and lawsOpens and closes the call center dailyMay be required to carry out field visit activities visiting past due customer in-home

Education and Experience

6 months customer service, call center, or collection experience requiredHigh School diploma or equivalent required2 years of call center experience preferred2 years of collection experience preferred

Required Skills and Competencies                                                

Ability to connect and relate well to people, demonstrate empathy, listen attentively, explain things simply and easily, and successfully navigate difficult conversationsStrong multi-tasking, organizational, negotiation and persuasion skills Proficient computer skillsAbility to work schedule of hours varying from 8 am to 9 pm, Monday through Saturday Excellent interpersonal and communication skillsHigh energy with the ability to effectively perform all functions of the call centerProper telephone etiquetteUphold the Company Brand and protect company assetsMaintain a professional appearanceSatisfactory MVR, D.O.T physical/certification in states that require it, drug screen, criminal background investigation with job performance reference check and required testing, a valid Driver’s License and compliance with the Company’s

Physical Requirements

Position routinely requires lifting, loading, and moving 50-300 pounds of merchandise with the use of a dolly