InteLogix

Account Manager

• Inbound / Outbound Blended environment
• Residential and Commercial Accounts
• Start and End Water Services – Move in/Move Out service orders
• Process Payment for Delinquent Accounts
• Issue Service Restoration Orders after disconnection
• Setting up Payment Installments
• Issue Emergency Orders such as Water Main Breaks, Water quality, Loss Control Notification and Threat Notifications
• Ability to work within the defined hours of operation with flexibility needed on weekends and holidays: Monday - Friday: 7 a.m. to 9 p.m. Saturday: Closed Sunday: Closed

Account Representative – Collections

Customer Support

• Provide information about SNAP EBT transactions to customers
• Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions
• Maintain a thorough understanding of products, services and policies to effectively assist customers
• Accurately document customer interactions and transactions across all tools/platforms
• Collaborate with other departments to resolve customer issues and escalate complex problems as necessary
• Strive to exceed customer satisfaction goals and performance metrics
• Continuously seek opportunities to improve the customer experience and streamline processes
• Stay updated on product knowledge and industry trends to better assist customers
• Ability to work within the defined hours of operation with flexibility needed on weekends and holidays

Customer Service Representative

Collections

• Handle inbound calls from customers
• Taking payments on customer wireless, wireline and connect accounts
• Managing customer accounts by sending invoices, setting up autopay and ensuring the accounts do not get suspended
• Corrects any deficiencies or oversights as outlined by management and/or quality control
• Maintains good public relations
• Adhere to Company attendance, punctuality, and meal and rest break requirements
• Maintain concentration and focus in order to meet performance goals
• React positively to an ongoing, changing environment
• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
• Maintain good working relationship with assigned supervisors and coworkers
• Complies with all specified FDCPA, state and city laws and provisions, as outlined in the InteLogix Compliance with FDCPA and State Collection laws Statement, the Collection Excellence and System Training programs and the FDCPA Test
• Assists Managers on special projects
• Perform additional duties as required by management

Collections Representative

• Assist with final stages of project and post production testing
• Ensure accuracy and effectiveness of the recovery strategies implemented
• Handling of inbound calls from customers assisting them with processing bankruptcy questions and answer related questions.
• Know how bankruptcy cases are processed in Bankruptcy system (RMICW)
• Receive spreadsheets of accounts identified that need appropriate action, ETF’s, pause, Conversions, Dismissals, Discharges, Disconnects and Add/remove accounts from cases, mail etc, etc.
• Each agent will learn offline work to process in between phone calls.
• Special Projects- need to be ready to work them when they come up.
• Maintain the productivity, quality, phone utilization, and attendance standards of the department at all times.

First Party Collections – Project

Operations

• Assist the Production Manager and coordinate daily operations of fleet maintenance and management.
• Plan, organize, and supervise daily fleet operations to ensure timely completion of tasks.
• Provide direction and communication to employees, offering guidance and support as needed.
• Promote a positive work environment and establish rapport with colleagues.
• Evaluate employee performance, provide counseling, and address work-related issues; document and escalate performance issues.
• Develop and nurture relationships with fleet account contacts and serve as primary point of contact.
• Coordinate and monitor employee activities to maintain quality of work and optimize resource utilization.
• Prepare and distribute reports on fleet accounts and activities (account matching, negative balances, potential conversions).
• Collaborate with management and other departments to develop policies, procedures, and standard operating procedures for fleet operations.
• Act as a technical resource for assigned functions and projects; document and communicate system issues and resolutions.
• Investigate and address issues, concerns, and complaints related to fleet operations in a timely manner.

Senior Operations Supervisor, Fleet

• Be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions
• Review orders for errors, verify information, provide self-identifying options to potential customers and make outbound calls as necessary
• Negotiate/Process payment arrangements on customer accounts while adhering to client processes and procedures
• Attempt to collect on all balances using excellent negotiation skills
• Document all account handling activity concisely and accurately on the client systems
• Educate potential customers on identity documents and next steps
• Educate customers on account status and payment options
• Perform additional duties as assigned by the client or Management

Customer Service Representative, Credit

• Serve as the primary point of contact for customers who have questions about their utility service.
• Typical inquiries include starting or stopping service, billing questions, and payment assistance
• Provide exceptional customer service by addressing inquiries, resolving complaints and guiding customers through solutions
• Maintain a thorough understanding of products, services and policies to effectively assist customers
• Accurately document customer interactions and transactions across all tools/platforms
• Collaborate with other departments to resolve customer issues and escalate complex problems as necessary
• Strive to exceed customer satisfaction goals and performance metrics
• Continuously seek opportunities to improve the customer experience and streamline processes
• Stay updated on product knowledge and industry trends to better assist customers
• Ability to work within the defined hours of operation with flexibility needed on weekends and holidays

Customer Service Representative - Remote

• Respond to incoming customer calls regarding their water or wastewater services\n• Educate customers on billing details including explaining charges, payment options, and available assistance programs\n• Provide accurate information and solutions to customers, ensuring a high level of customer satisfaction\n• Focus on first call resolution with each customer\n• Assist customers with account management, including updates to personal information and services\n• Document customer interactions in the call tracking system\n• Handle all customer calls, despite the degree of difficulty, in a courteous and business-like fashion\n• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals\n• Perform additional duties as required by management