Senior Customer Service Representative

TEKsystems • Louisville, KY

1d • Onsite

About The Position

We’re partnering with a long‑standing, reputable collections organization in Downtown Louisville to hire a Sr. Collections Representative. This is a great opportunity for an experienced call center professional who values coaching, development, and creating a positive customer experience within a performance‑driven environment. This is an onsite-only role with no remote or hybrid flexibility. To ensure a deep understanding of internal systems, processes, and customer interactions, the selected candidate will begin in a frontline Collections Representative role for the first few months before transitioning fully into the advanced role. A commitment to coaching, training, and supportive accountability is essential. There may be an opportunity to handle escalated calls as part of the role.

Requirements

• 3+ years of call center experience required (collections experience strongly preferred).
• Previous leadership, team lead, or supervisor experience in a call center environment is preferred.
• Associate’s degree or higher is highly preferred.
• Strong coaching, training, and communication skills.
• Ability to balance performance expectations with a customer‑service‑forward approach.
• Comfortable managing a mix of seasoned and brand‑new collectors.
• Must work onsite in Downtown Louisville daily (8:30 AM – 5:30 PM).

Nice To Haves

• collections experience strongly preferred
• Previous leadership, team lead, or supervisor experience in a call center environment is preferred.
• Associate’s degree or higher is highly preferred.

Responsibilities

• Drive team performance through consistent coaching, feedback sessions, and training.
• Monitor and improve collection rates, call quality, customer satisfaction, and team retention.
• Support new hires and tenured staff with tailored development to strengthen overall performance.
• Ensure all collection activity aligns with legal and ethical standards.
• Assist with escalated customer interactions as needed.
• Foster a positive, customer‑first culture while maintaining compliance and performance expectations.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree