Phone Based - Billing Collections & Retention Specialist (Remote)

Location: Remote (Global)

About Us:

Empirely (empirely.com) is a cutting-edge Software as a Service (SaaS) platform providing innovative solutions to customers worldwide. We are a team of passionate individuals driven by a commitment to excellence and customer satisfaction.

About the Role:

We are seeking a dynamic and results-oriented Customer Support Specialist (Phone-Based) to join our Billing Collections Department. In this role, you will be a vital link between Empirely and our valued customers, ensuring timely payments are made while actively contributing to customer retention and satisfaction. This role primarily involves phone communication with our international customer base.

Responsibilities:

- Contact customers via phone and email regarding overdue invoices and failed payments.
- Skilfully navigate conversations to identify reasons for non-payment and offer solutions to keep customers engaged with our SaaS platform.
- Negotiate payment plans and explore alternative options to facilitate successful collections while preserving customer relationships.
- Educate customers on product value, address concerns, and promote renewals.
- Maintain accurate records of all customer interactions
- Embrace a problem-solving approach and demonstrate empathy in every customer interaction.
- Flexibility to accommodate various time zones is essential, as our client base is international.

Qualifications:

- Excellent communication, interpersonal, and active listening skills.
- Proven ability to build rapport and negotiate effectively.
- Strong problem-solving skills and a customer-centric mindset.
- Proficiency in basic computer skills and CRM software.
- Prior experience in collections, customer service, or sales is a plus.
- Ability to work independently and as part of a remote team.

Benefits:

Competitive salary and benefits package.
Opportunity to work remotely from anywhere in the world.
Be part of a dynamic and growing SaaS company.
Contribute directly to customer success and company growth.

To Apply:

Please submit your resume and cover letter. In addition, please include a short voice recording (no more than 3 minutes) responding to the following prompt: "Imagine you are speaking with a customer who has missed a payment. Briefly describe how you would approach the conversation."

We're looking to hire asap, and could lead to a full time position.