Cadex is a company seeking a Collection Service Representative (CSR) to support their clients by delivering exceptional service through telephone and email communication. The CSR will engage with customers to resolve order issues, answer account questions, and escalate concerns as necessary.
Responsibilities
- Work in assigned queue or worklist with goal of meeting daily targets of at least 150 outbound calls placed each day; specific targets may change based on client assignment and/or client expectations
- Meet established internal quality objectives including Monthly Account Audits and Call Quality Reviews, including client specific metrics related to call or quality measures
- Meet performance and maintain productivity requirements each day as based on time gap or other reporting
- Uphold and utilize a professional and courteous tone and language at all times
- Advise customers of open receivables to obtain payment status, timeline of payments, or address any issues preventing payment
- Use client-specific systems to review and research additional account details
- Provide invoices or other related documentation to account holders
- Continuously seek to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day)
- Maintain organized electronic file storage of documents and emails, ensuring relevant forms are properly noted and saved in designated locations
- Take ownership of any assigned accounts in queue and/or work in group queue as needed
- Work cohesively in a team to participate on special projects or initiatives as directed
- Meet regularly with Supervisor for performance review and coaching sessions
- Continuously seek opportunities for process improvement and propose ideas
- Foster effective communication and collaboration between countries and cultures within all regions
- Assist in 1st Party AR project work as required
- Act as backup to other members of the1st Party AR Department
- Maintain a high level of professionalism and confidentiality with all information entrusted with
- This position will perform other duties as requested
Skills
- Ability to work in a team-based environment in shared tasks and projects
- Professional demeanor
- Proficient written and verbal communication skills
- Proficient comprehension skills
- Time management and organizational skills
- Basic math skills
- Proficient telephone skills
- Proficient in MS Office
- Level 1 - High School Diploma or general education degree (GED) – 1 year transferrable experience
- Level 2 - High School Diploma or general education degree (GED) and 2 – 3 years transferrable experience
- Level 3 - High School Diploma or general education degree (GED) and 3+ years transferrable experience
- Level 4 - High School Diploma or general education degree (GED) and 5+ years transferrable experience
- Fluency in the English language
- Fluency in other languages may be required based on location, client, department, or project
- Employees may have performance qualifications for this position in lieu of years of experience, such as excellent performance, advanced or specific skills, advanced or specific client-level interactions or responsibilities, or other related qualifications
- Other skills required may include understanding of clients and industries, more enhanced communication skills, exceptional time management and organizational skills, and/or basic understanding of finance and accounting
Company Overview
Cadex Solutions is a provider of commercial order-to-cash management solutions. It was founded in undefined, and is headquartered in Melville, New York, US, with a workforce of 501-1000 employees. Its website is https://cadex-solutions.com.
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