Collection Strategist

The role entails owning our end-to-end collections effort for service and installation invoices.

This is a hands-on, call-heavy position (minimum 50+ outbound calls/day) where the primary objective is to collect outstanding invoices while providing excellent customer service and spotting light upsell opportunities (e.g., maintenance plans, extended warranties).

Responsibilities include operating independently, building and executing the collections strategy, and presenting performance, insights, and next steps directly to the CFO.

• Call Execution:
  • Make 50+ outbound calls/day via RingCentral; maintain high right-party contact (RPC) and promise-to-pay (PTP) conversion.
  • Negotiate payments, payment plans, and settlements; secure same-day collections when possible.
  • Handle objections and resolve disputes (short-pays, missing POs, warranty/return questions, service quality issues).
• Collections Strategy & Ownership:
  • Own the A/R aging pipeline (30/60/90+), prioritize accounts, and drive a disciplined dunning cadence (calls/SMS/email/letters).
  • Escalate appropriately (credit holds, lien/notice options where applicable, small-claims recommendations).
  • Build weekly/monthly plans to hit cash targets and reduce DSO; present strategy and results to the CFO.
• Customer Service & Upsell:
  • Provide friendly, solutions-oriented service; identify and close or hand off simple upsells (maintenance agreements, filter replacements, service plans) without distracting from collection goals.
• Cross-Functional Coordination:
  • Partner with Dispatch/Service, Install, and Accounting to resolve ticket discrepancies, missing work orders, and billing errors.
  • Document every interaction with precise call dispositions, notes, and next actions.
• Reporting & Compliance:
  • Produce concise daily/weekly dashboards and a month-end CFO summary (cash collected vs target, PT P conversion, aging movement, root causes).
  • Follow applicable laws and company policies (e.g., consent/TCPA considerations, state collection rules for any consumer accounts).
  Performance Metrics
  • Primary KPI: Monthly Cash Collections vs Target (hit or exceed target consistently).
  • Supporting indicators:
    • 50+ calls/day with strong talk time and RPC rate
    • PTP conversion and PTP kept rates
    • Aging reduction (60+/90+ buckets) & DSO improvement
    • Dispute cycle time (opened → resolved)
    • Call quality and documentation completeness
    Requirements
    • Voice & Communication: 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 (nice to have): Familiar with service tickets, work orders, POs, install vs service billing, warranty/recall workflows.
    • Objection Handling: Proven track record turning 'can't pay' into commitments; calm under pressure; de-escalation skills.
    • Ownership & Independence: Thrives with minimal supervision; self-manages priorities to the daily cash goal.
    • Executive Readouts: Ability to build concise slides and present strategy, performance, and root-cause actions to a CFO.
    • Tools: Proficient with RingCentral (queues, call recordings, dispositions, click-to-dial); CRM/ERP or field-service systems (e.g., ServiceTitan/Housecall Pro/QuickBooks or similar) a plus.
    • Experience: 3–5+ years in high-volume B2C/B2B collections; HVAC, trades, construction, or home-services industry preferred.
    • Availability: Works U.S. time zones; reliable connectivity for uninterrupted calling.