Customer Service / Collectors
5204 Tennyson Pkwy 500 Plano, Texas 75024 | Contract To Hire
Collections - Plano, TX
Full Time Collectors
- Collections on outstanding Company balances. 300+ outbound calls daily.
- Majority of calls on manual calls, not on a dialer system.
- Most new collectors start in early stage collections where people are only one or two payments behind.
- This is friendly collections. They are not looking for people who would be aggressive pitbull collectors. Some communication with Company retail clients but majority of calls are with actual customers. Works under FDCPA guidelines.
- No bonus structure currently but looking at having one by 3/2017.
- Candidates must have sharp math skills to figure out percentages, payment terms etc
Part time CSR – evening hours M to F 5p to 9p.
- CSR’ s handle all service issues from both Retail partners and customers.
- Retail issues include questions about how to sign someone up, what to do if someone isn’ t getting an approval, if there are issues with the website etc. Customer issues include general service questions, payment questions, return questions.
- They have script guidelines and SOPs, but employees have to be analytical / quick thinking to be able to think outside the box, navigate calls off script, and switch gears from retailer to customer calls.
- There is a separate technical team for big tech issues but CSRs will help with minor ones.
- All incoming calls 180 + a day.
Customer Service Schedule: TBD exactly but needs pretty full availability. Most weekday shifts for full time employees are daytime 8-5 / 9-6 and weekends will vary. They will regularly work weekends in this role.
Employee Specs /Requirements for both roles
- Looking for the right mindset. Analytical, quick thinking, can work independently and think outside the box. Friendly with a good customer service type mindset. Good with technology. Experience window is 3-5 years, looking for someone that is teachable and not set in their ways.
- Good basic math/spelling/proper speaking.
- Have to be open for the different shift schedules.
- Background specs same as ACE – HOV – drug screen
- A year or two of call center customer service or collections experience is preferred for the roles but they are 100% open to training the right mindset who has only worked in retail or some other type of service environment.