Job Description
The 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 enhance retention and recovery rates 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
- Perform skip tracing to locate hard-to-reach customers using investigative tools
- Explain community solar benefits and address customer concerns to enhance retention
- Manage collections for both residential and commercial accounts, including large multi-location accounts
- Follow up proactively to ensure timely invoice payments and minimize delinquencies
- Collaborate with team members to share best practices and improve collection processes
- Handle multiple tasks such as making outbound calls, responding to inquiries, and managing cases
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.
- 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 manage multiple daily tasks, including making outbound calls, handling inbound inquiries, responding to emails, managing Salesforce cases, and following up to ensure timely resolutions.
- Experience in effectively communicating information, ideas, and perspectives with people inside and beyond the organization.
- Demonstrated experience in making improvements to current work, processes, products, and services across the organization.
- Ability to ask appropriate questions, analyze data, identify root causes of problems, and present creative solutions.
- Experience in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty.
- Commitment to Nexamp’s mission and a passion for solving climate crisis issues.
- Physical ability to perform the job duties as required (implied by the role, though not explicitly stated).
Benefits & Perks
Competitive compensation package with salary range of $21.00-$25.00 per hour
Participation in incentive programs such as annual bonus and sales incentives
Eligibility for stock option plan
Health, dental, and vision insurance starting day one
401(k) employer-match retirement plan
Flexible paid time off and holiday PTO
Commuter benefits
Cell phone reimbursement
Access to healthy snacks, coffee, service days, volunteer opportunities, and company outings
Ready to Apply?
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