Customer Collections Specialist

Nexamp•Chicago, IL

4h•Hybrid

About The Position

Nexamp is seeking to hire a Customer Collections Specialist to join its Customer Retention & Collections team. In this role, you will be responsible for contacting customers – both residential and commercial – with outstanding balances and working with them to remit payment, all while helping the team deliver the industry leading customer experience that Nexamp is known for. You will be hybrid out of Chicago, IL. You will report to the Supervisor, Customer Retention & Collections.

Requirements

2+ years of professional experience, in a collections role.
Prior customer service or call center experience required.
Strong negotiation skills with the ability to diffuse escalations and influence outcomes.
Knowledge of Billing and Collections procedures.
Experience with skip tracing tools and investigative techniques to contact customers.
Passion for delivering excellent customer service and retention strategies.
Proficient in Excel, typing, and computer navigation skills.
Salesforce or similar CRM system experience required.
High attention to detail with the ability to produce accurate, professional written communication under time pressure.
Ability to work effectively with diverse teams in a collaborative environment.
Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.
Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization.
Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization.
Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.

Nice To Haves

Experience working with automation tools or dialing systems is a plus.
Experience with Utilities or Renewable energy is a plus.
Accounts Receivable knowledge/experience is a plus.
Familiarity with Zuora or similar billing systems is a plus.

Responsibilities

Manage inbound and outbound collections activities with measurable performance results.
Recover past-due balances while maintaining customer satisfaction.
De-escalate challenging situations by using active listening, empathy, and problem-solving to resolve issues and sustain positive relationships.
Utilize multiple systems (Salesforce, Zuora, Nexamp Portal) to identify and resolve problems efficiently.
Accurately document and track collections processes and activities to ensure accuracy and compliance.
Enhance customer retention by providing clear explanations of community solar benefits, addressing concerns, and creating a positive customer experience that encourages continued engagement.
Perform skip tracing techniques to locate hard-to-reach customers using various tools and investigative strategies.
Prioritize customer experience by delivering empathetic, solution-driven interactions that foster trust and satisfaction.
Manage collections for both residential and commercial accounts, including large accounts with multiple locations, ensuring tailored collection strategies to maximize recovery rates and proactively following up to ensure invoices are paid on time, minimizing delinquencies and maintaining strong customer relationships.
Collaborate within the team, sharing innovations and best practices to drive continuous improvement.
Efficiently manage multiple daily tasks, including making outbound calls, handling inbound inquiries, responding to emails, managing Salesforce cases, and following up to ensure timely resolutions.
Identify trends and recommend process improvements to enhance recovery rates and customer retention.
Clearly explain community solar benefits and savings to customers, enhancing their understanding and engagement.