
Business Development Manager
7 days ago
As a highly skilled Collections Lead, you will be responsible for owning and executing the end-to-end collections effort for service and installation invoices. This is a hands-on, call-heavy role where your primary objective will be to collect outstanding invoices while providing excellent customer service and identifying opportunities for upselling.
You will operate independently, develop and implement a collections strategy, and present performance insights and next steps directly to senior management.
Key Responsibilities:- Collections Strategy and Execution:
- Develop and execute a comprehensive collections strategy to maximize cash collections and minimize days sales outstanding (DSO).
- Prioritize accounts and drive a disciplined dunning cadence through phone calls, emails, and letters.
- Escalate complex cases to senior management as necessary.
- Customer Service and Upselling:
- Provide friendly, solutions-oriented service to customers while identifying and closing or handing off simple upsell opportunities without distracting from collection goals.
- Cross-Functional Coordination:
- Partner with dispatch/service, install, and accounting teams to resolve ticket discrepancies, missing work orders, and billing errors.
- Reporting and Compliance:
- Produce concise daily/weekly dashboards and a monthly summary report on cash collections, conversion rates, and aging movement.
- Ensure compliance with applicable laws and company policies regarding consumer protection, consent, and state-specific collection rules.
- Collection Expertise: Proven experience in high-volume B2C/B2B collections, with a strong understanding of collections terminology and levers.
- Communication Skills: Clear, neutral American accent; confident phone presence; empathetic yet firm negotiation style.
- HVAC/Field Service Context: Familiarity with service tickets, work orders, POs, install vs service billing, warranty/recall workflows.
- Objection Handling: Proven ability to turn
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