
Collections Specialist
18 hours ago
Job Summary:
Collections SpecialistThis is a challenging role that involves managing our end-to-end collections effort for service and installation invoices. The ideal candidate will be responsible for making outbound calls to collect outstanding payments, providing excellent customer service, and identifying opportunities for upselling maintenance plans and extended warranties.
The Collections Specialist will operate independently, develop and execute the collections strategy, and present performance insights and next steps directly to the Chief Financial Officer (CFO).
Key Responsibilities:
- Call Execution:
- Making 50+ outbound calls per day via RingCentral; maintaining high right-party contact (RPC) and promise-to-pay (PTP) conversion.
- Negotiating payments, payment plans, and settlements; securing same-day collections when possible.
- Handling objections and resolving disputes (short-pays, missing POs, warranty/return questions, service quality issues).
- Collections Strategy & Ownership:
- Owning the A/R aging pipeline (30/60/90+), prioritizing accounts, and driving a disciplined dunning cadence (calls/SMS/email/letters).
- Escalating appropriately (credit holds, lien/notice options where applicable, small-claims recommendations).
- Building weekly/monthly plans to hit cash targets and reduce Days Sales Outstanding (DSO); presenting strategy and results to the CFO.
- Customer Service & Upsell:
- Providing friendly, solutions-oriented service; identifying and closing or handing off simple upsells (maintenance agreements, filter replacements, service plans) without distracting from collection goals.
- Cross-Functional Coordination:
- Partnering with Dispatch/Service, Install, and Accounting to resolve ticket discrepancies, missing work orders, and billing errors.
- Documenting every interaction with precise call dispositions, notes, and next actions.
- Reporting & Compliance:
- Producing concise daily/weekly dashboards and a month-end CFO summary (cash collected vs target, PTP conversion, aging movement, root causes).
- Following applicable laws and company policies (e.g., consent/TCPA considerations, state collection rules for any consumer accounts).
Requirements:
- Voice & Communication:
- A clear, neutral American accent; confident phone presence; empathetic yet firm negotiation style.
- Collections Expertise:
- Fluent in collections terminology and levers (A/R aging, DSO, RPC/PTP, dunning cadence, payment plans, short-pay, credit memos, chargebacks/disputes, settlements, escalations, lien/notice options where applicable).
- HVAC/Field Service Context:
- Familiarity with service tickets, work orders, POs, install vs service billing, warranty/recall workflows.
- Objection Handling:
- A proven track record turning
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