Collections Spec I - in House (41561) Phoenix, Arizona

Salary: USD14 - USD14 per hour + Commision
  Posting Title: Collections Specialist 1 - In House
Grade: 999
Location:  17602 N. Black Canyon Hwy, Phoenix, AZ 85053
Posting End Date:  October 5, 2012

Responsible for retaining existing Cox customers who are past due or in collections by assessing the customers situation and determining appropriate methodology to follow in order to meet system and company goals in retaining customers and collection of past due balances.  Responsible for ensuring all delinquent accounts are either collected or disconnected in accordance with defined system policy in order to maximize system financial performance and effectively minimize write off of Accounts Receivables and equipment. 

Manages delinquency activity within assigned area for all products for Cox Residential billing customers.  
Ensures a quality, responsive, and positive customer contact with the intent to retain the customer and enhance customer loyalty.  Every emphasis during telephone customer contact should be focused on retaining the customer and correcting the past due situation.
Takes complete ownership of the customer situation, acts as the primary contact and follows up until issues are resolved.  Assesses customer situation, identifies reason for past due situation and determines appropriate methodology to retain that customer.
Ensures proper handling of customer payments, including cash, credit card, check, money order, and MOP payments in a responsible, customer driven manner in accordance with defined company policy.
Ensures that Accounts Receivable batches are accurate and are being closed and posted daily.
Promotes and maintains quality professional relationships with all peers, leadership, and other departments.
Manages a variety of client services including special projects, initiatives and other tasks as assigned.
Performs other duties as required.

High school diploma or GED.
1+ years of collections experience required
1+ years strong customer service experience preferred
Experience using dialer system. .
Strong interpersonal skills.
Good command of the English language.
Good communication skills.
Ability to retain important information and instruction.
Ability to take ownership and initiative to address customer needs.
Good organizational skills.
Bilingual English/Spanish Preferred


Knowledge of processes, procedures, and customer contact matters.
Ability to understand complex billing statements.
Knowledge of communications industry.
Good verbal and written communication skills.
Good interpersonal skills.
Ability to prioritize and perform multiple tasks.
Good problem solving and analytical skills.
Computer skills including Windows based applications (Word, PowerPoint, Excel, Access, Outlook).
Flexibility and receptiveness to a changing environment.

DISCLAIMER:  The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

Cox Communications and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

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