Job Description
A Customer Collections Specialist at Nexamp is responsible for managing inbound and outbound collections activities with residential and commercial customers, resolving outstanding balances, and providing excellent customer service to promote retention and timely payments in the renewable energy sector.
Key Responsibilities
- Contact residential and commercial customers with outstanding balances to collect payments
- Manage inbound and outbound collections activities to recover past-due balances
- De-escalate challenging situations using active listening, empathy, and problem-solving
- Utilize systems like Salesforce, Zuora, and Nexamp Portal to identify and resolve issues
- Document and track collections activities accurately to ensure compliance
- Explain community solar benefits and address customer concerns to enhance retention
- Perform skip tracing to locate hard-to-reach customers using investigative techniques
- Manage collections for both residential and commercial accounts, including large multi-location accounts
- Follow up proactively to ensure timely invoice payments and minimize delinquencies
Requirements
- Two years of professional experience in a collections role.
- Prior customer service or call center experience required.
- Strong negotiation skills with the ability to diffuse escalations and influence outcomes.
- Knowledge of Billing and Collections procedures.
- Experience with skip tracing tools and investigative techniques to contact customers.
- Proficient in Excel, typing, and computer navigation skills.
- Salesforce or similar CRM system experience required.
- High attention to detail with the ability to produce accurate, professional written communication under time pressure.
- Ability to work effectively with diverse teams in a collaborative environment.
- Experience managing collections activities for both residential and commercial accounts, including large accounts with multiple locations, ensuring tailored collection strategies to maximize recovery rates.
- Ability to accurately document and track collections processes and activities to ensure accuracy and compliance.
- Ability to de-escalate challenging situations using active listening, empathy, and problem-solving to resolve issues and maintain positive customer relationships.
- Ability to prioritize customer experience by delivering empathetic, solution-driven interactions that foster trust and satisfaction.
- Ability to make outbound calls, handle inbound inquiries, respond to emails, manage Salesforce cases, and follow up to ensure timely resolutions.
- Experience performing skip tracing techniques to locate hard-to-reach customers using various tools and investigative strategies.
- Ability to clearly explain community solar benefits and savings to customers to enhance understanding and engagement.
- Demonstrated commitment to Nexamp’s mission and a passion for solving climate crisis issues.
- Ability to analyze data, identify root causes of problems, and present creative solutions.
- Ability to build strong internal and external relationships with customers and stakeholders, instilling trust and loyalty.
- Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond the organization.
Benefits & Perks
Competitive compensation package ranging from $21.00 to $25.00 per hour
Participation in incentive programs such as annual bonuses and sales incentives
Eligibility to participate in the company's stock option plan
Health, dental, and vision insurance starting day one
Flexible paid time off and holiday PTO
Commuter benefits
Cell phone reimbursement
Company outings and volunteer opportunities
Healthy snacks and coffee at the workplace
Ready to Apply?
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