The Collections Representative is responsible for managing customer accounts with outstanding balances, engaging customers to understand payment barriers, negotiating realistic payment arrangements, and securing timely payment commitments.

The successful candidate will balance collections effectiveness with exceptional customer care, using a professional, empathetic, and solution-oriented approach to resolve accounts while protecting the customer relationship and representing the Enercare brand positively.

Key Responsibilities

Contact customers regarding overdue balances and outstanding payments.
Clearly explain account balances, payment requirements, and available payment options.
Conduct effective questioning and probing to understand the reason for non-payment.
Identify payment barriers, including financial hardship, billing concerns, account disputes, or other issues.
Negotiate realistic and actionable payment arrangements based on customer circumstances and company guidelines.
Secure clear payment commitments and ensure customers understand agreed payment terms.
Follow up on outstanding or broken payment promises.
Manage assigned accounts with a strong focus on timely resolution and recovery.
Handle customer objections and difficult conversations professionally and confidently.
Remain empathetic and calm when interacting with frustrated, upset, or challenging customers.
Identify account discrepancies or disputes and determine whether they can be resolved directly or require escalation.
Coordinate with internal departments to resolve customer issues when necessary.
Take ownership of customer concerns through to resolution.
Accurately document customer interactions, account activity, payment arrangements, and commitments in the appropriate systems.
Maintain clear and accurate account notes in accordance with company policies and procedures.
Manage multiple customer accounts while maintaining a high level of accuracy and attention to detail.
Follow established collections processes, procedures, compliance requirements, and company policies.
Maintain a professional image and consistently represent the Enercare brand in a positive manner.
Meet established collections, quality, productivity, and customer service objectives.

Qualifications, Experience & Requirements

Education & Experience

1–3 years of experience in collections, accounts receivable, payment recovery, or a related customer-facing role.
Previous experience managing residential or consumer accounts is strongly preferred.
Experience in collections or customer service within utilities, telecommunications, financial services, home services, or similar consumer-facing industries is an asset.
Experience handling billing inquiries, account disputes, payment arrangements, or overdue accounts is preferred.
Previous experience using a CRM, collections, or account-management system is an asset.

Communication Skills

Strong spoken and written English.
Excellent verbal communication and active listening skills.
Ability to explain account information, balances, payment expectations, and arrangements clearly and professionally.
Comfortable engaging customers in potentially difficult or sensitive conversations.
Ability to maintain control of a conversation while remaining respectful, empathetic, and non-confrontational.
Strong questioning, probing, and negotiation skills.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

Customer Service Collections Representative- Barataria

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