Job Title: Payment Center Representative
Department: Payment Center
Reports To: Operations Supervisor
FLSA Status: Non- Exempt
SUMMARY: The Payment Center Representative is in direct contact with our customers. This role is mainly responsible for collecting payments over the phone and servicing our customers. This representative will be receiving incoming calls as well as making outgoing calls. The Payment Center Representative’s primary responsibility is to accurately deliver exceptional customer service and collect various forms of payments from our customers being serviced at various Distribution Centers across the country. This position is entry level, and requires the availability to either work early mornings, nights, and/or weekends.
ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Effective use of oral, visual, written, and listening modes of communication
Able to converse in English both in written and oral form
Take incoming calls and make outgoing calls to truck drivers and companies to collect payment for deliveries made at warehouses
Accurately process credit/debit card payments
Accurately write out physical paper checks
Accurate entry of payment and processing of checks to confirm validity of payment.
Responsible for keeping track and turning in payments to Payment Center Management at the end of each shift. 100% of payments collected must be accounted and reconciled.
Ability to multi-task. Mostly talking on the phone while writing and navigating multiple websites on dual computer monitors
Knows when to ask pertinent questions, and able to provide feedback so it can be understood
Ability to write legibly so information written can be easily read
Ability to stay calm at all times even with difficult customers and go through the entire call with a smile
Ability to have a friendly and polite demeanor over the phone and ability to control emotions when callers become upset
Ability to answer calls repetitively throughout shift, while maintaining accuracy of payment methods
Ability to do basic math
Basic knowledge around computers and software used
OTHER DUTIES include the following:
Use critical thinking skills and ask open-ended inquisitive questions to help resolve the caller’s issue.
Ability to handle stress
Maintaining the cleanliness of Payment Center
Obtaining refund information
Other duties as assigned
EDUCATION and/or EXPERIENCE
A minimum of one year of customer experience
1 year of Call Center Experience preferred
High School Diploma or GED equivalent
Basic Computer Skills
Ability to occasionally lift up to 10 pounds
Ability to effectively use a headset throughout shift to answer calls
Ability to speak clearly
Ability to spend long hours in front of a computer screen
Ability to occasionally bend
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The Payment Center is located on the second floor at our Corporate Denver office; there is a flight of stairs to get to the second floor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work hours/Shifts: TBD by Supervisor.
Equipment used: Computer, headset, keyboard, mouse, printer and scanner.
A successful candidate will:
Enjoy working on the phone with customers, as well as internal staff.
Have excellent customer service skills, especially the ability to be patient and empathetic.
Have the ability to care about customers/colleagues and be a problem solver with a solutions based mindset.
Must be reliable and punctual. We are a small call center, so we depend on each employee to arrive for his or her scheduled shift consistently and on-time.
Positive and energetic personality. Be honest, trustworthy, and accountable when handling customer’s payment information.
Be accountable to balancing their collected payments at the end of each shift.
Be comfortable with repetitive day to day job duties
Other Qualifications & Requirements:
Ability to handle high volume of calls from our customers.
Ability to stay calm at all times even with a difficult customer
Ability to provide the best customer service possible
Ability to work under pressure
Ability to work independently and as a team
Basic Math Skills: able to accurately do the balance of the payments collected at the end of the shift
Collections or cash handling experience is a huge plus, but not required.
Bi-lingual in Spanish is highly preferred.
Strong verbal and written communication skills.
Flexible scheduling. Part-Time and Full-Time shifts available for days, mid-shift, evenings, and graveyards
Differential pay for overnight shifts and bi-lingual (Spanish speaking) employees
On the job training in a call center environment. Learn by doing
Ability to advance to additional call types that offer additional compensation.
Pay for performance incentive
Eligible for medical, dental, vision and voluntary accident benefits after 60 days of Full-Time employment