CSA, Commercial Dialer

The CCS Companies•Portsmouth, NH

11d•Onsite

About The Position

The Customer Service Agent (CSA), Commercial Dialer interacts with our clients customers in an effort to negotiate the best possible payment arrangements and/or identify and resolve disputes relative to the obligation due.

Requirements

Preferably 2+ years of customer service experience in a service-related industry.
Strong interpersonal skills and able to communicate effectively in writing, and verbally (in person/or via phone), with supervisors, managers and customers.
Able to execute verbal and written directions from the supervisors and managers.
Able to read and interpret information in written form and from a computer monitor regarding clients, consumers, policies and procedures, laws, and company memos.
Able to operate various equipment and computer systems requiring manual and visual dexterity, and hand/eye coordination (i.e. typing/keyboarding).
Basic math and writing skills.
Moderate typing skills required (35 wpm).
Successful completion of a company-sponsored one-week training program.
Coachable: receptive to feedback, willing to learn, responsive to change and embraces continuous improvement.
Ability to speak, read and write clearly and concisely in English.
Able to maintain a predictable and consistent full-time work schedule.
High school diploma or GED equivalent required.

Nice To Haves

Bilingual/multilingual skills are desirable.

Responsibilities

Utilizes CCS Manual Call Launcher (MCL) to initiate and handle outgoing calls.
Maintains a professional and customer-friendly manner with each account.
Maintains knowledge and compliance with all applicable federal and state laws (e.g. FDCPA, UDAAP).
Handles outgoing calls professionally and knowledgeably, following the appropriate scripts when necessary; occasionally fields inbound calls with the same professionalism.
Negotiates payment plans and settlements with our clients customers based upon client-specific parameters.
Identifies disputes promptly and ensures proper resolution.
Participates in various problem-solving and decision-making activities, as required.
Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.
Promotes effective working relationships with their team and other CCS departments to help achieve department/company goals and objectives.
Maintains work areas and equipment in conditions as required by department standards; operates assigned equipment and performs all activities in a safe manner.
Performs other tasks as may be assigned by manager/supervisor.