Account Representative (Collections, Sales, & Support)

We are seeking an energetic and detail-oriented Account Representative to join our internal customer operations team. In this entry-level role, you will be the main point of contact for our existing internal business clients, managing the delicate balance between soft-collections, partial customer support, and inbound order processing sales.

You will work in a high-volume call center environment utilizing an Automatic Call Distributor (ACD) system to manage incoming and outgoing communications. This position offers a competitive compensation structure including a base salary plus performance-based commission.

Key Responsibilities

Account Collections & Resolution (Internal Customers)

• Manage past-due internal customer accounts and proactively coordinate payment arrangements.
• Conduct inbound and outbound collections calls with a professional, solution-oriented approach to maximize account resolution.
• Audit client files and maintain accurate, detailed documentation of all collection efforts and billing transactions in the system.

Customer Service & Support

• Serve as a reliable point of contact for customer inquiries regarding account setups, billing, or general administrative requests.
• Perform account analysis to resolve discrepancies, handle service updates, and update CRM details.
• Collaborate internally with finance and account management departments to escalate complex disputes. 

Sales Retention

• Identify opportunities to introduce new products and place reorders to existing accounts during routine interactions.
• Engage with dormant or active internal customers to upsell or cross-sell tailored solutions.

Call Handling 

• Efficiently handle a steady stream of automated inbound and outbound phone calls through the ACD system.
• Make daily calls, emails, and SMS to clients with an averaging 60-80 calls per day.
• Maintain optimal key performance indicators (KPIs) such as average handle time, wrap-up time, and customer satisfaction scores.

Role Requirements

• Experience: Entry-level (0–2 years of experience in retail, customer service, or call center environments; paid training is provided).
• Education: High School Diploma or GED required; Associate or Bachelor’s degree is a plus.
• Skills: Strong active listening, negotiation, and conflict-resolution abilities. Comfort speaking with customers regarding financial matters.
• Technical Savvy: Basic computer proficiency and data entry skills; capability to learn CRM software and automated phone queues quickly.