Position Summary: This position is responsible for handling voluntary disconnect activity, Past due Accounts Receivable collection, Non Pay disconnect activity and equipment recovery for an assigned territory. This includes managing work order pools, daily routing and reporting of activity.
Position reports to:
Mgr, Collections (Phoenix)
Primary Responsibilities/Tasks - Essential Functions
Manages the past due revenue collection, Non Pay Disconnects, voluntary disconnect requests and equipment recovery in an assigned geographic area.
Ensures all delinquent accounts are either collected or disconnected in accordance to defined system policy in order to maximize system financial performance.
Manages the voluntary disconnect requests and equipment recovery in an assigned geographic area.
Performs all disconnections of service by utilizing company procedures for line integrity, tagging, theft of service control, etc.
Ensures a quality, responsive and positive customer contact. Every emphasis during face to face or phone customer contact should be focused on retaining the customer and correcting the past due situation.
Remains current on all product knowledge and technical proficiency of all products.
Utilizes laptop to take customer payments, complete work orders, answer customer questions, maintain equipment, determine payment amounts and manage work order pool.
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.
Responsible for daily timekeeping and accurate recording of all work hours related to the performance of job duties.
Attempts to solve customer issues by utilizing conflict avoidance and proactive customer service.
Documents and reports customer trends with respect to competition, customer loss, equipment loss, and bad debt issues.
Follows all field job safety requirements as defined by company policy, including but not inclusive of; driving safety, company provided equipment procedures, ladder safety and handling procedures, etc.
Interacts effectively at various levels and with all audiences, including internal and external customers.
Assists leadership with special field related projects.
Creates and maintains quality professional relationships with all peers, leadership, and other departments.
Documents and reports his or her daily activity including payments received, accounts disconnected, equipment retrieved, and reconnections completed.
Performs other duties as required.
Education: High School Diploma, GED or equivalent work experience.
Experience: 2 ¿ 5 years previous collections related experience
Other: Valid driver¿s license with driving record that meets Cox standards. Per A.R.S. § 23-230 you must be at least 18 years of age for positions requiring driving a motor vehicle. .
Required Knowledge, Skills, Abilities
Ability to use appropriate language, tone and style in all communications.
Ability to embrace a team environment & work well with others for a common goal.
Strong interpersonal, written and oral communication skills.
Ability to deal effectively with customers and employees in high emotion situations, on the phone and in face to face situations utilizing Conflict avoidance skills.
PC Skills required ¿ Proficiency in ICOMS and Intermediate level in Excel.
Intermediate Level of Proficiency in Microsoft Office.
Proficiency in ICOMS.
Agent must have technical proficiency or aptitude to perform all technical and operational aspects of position.
Must have valid Driver¿s License.
Ability to complete Ladder Training and lift ladder overhead, lift 40 lbs., climb stairs and ability to kneel in order to work on equipment.
Must have strong self-discipline and the desire to work independently and with a team.
Recommended Knowledge, Skills, Abilities
Bilingual (English/Spanish) desirable
Lifts up to 72 lbs. horizontally and carries up to a distance of approximately 200 feet several times during the course of the work day.
Pushes/pulls ladder from roof mounted truck rack requiring up to 20 lbs. force for a distance of up to 28 feet several times during the course of the work day.
Lifts up to 25 lbs. vertically (from floor to waist) as well as horizontally on a frequent basis and carries up to a distance of approximately 200 feet.
Lifts 40 lbs. vertically (from knee to overhead) as well as horizontally on a frequent basis and carries up to a distance of approximately 200 feet.
Uses manual and power hand tools on a frequent basis requiring up to 40 lbs. force.
Climbs ladders and stairs on a frequent basis during the course of a shift.
Tolerates heights up to 25 feet.
Bends/reaches frequently to access equipment and materials at floor level or overhead.
Sits up to 2 hours per shift.
Stands for long periods of time.
Works in possible hazardous situations including, but not limited to, inclement weather, construction site environments, confined spaces, and various residential/business customer situations.
Have good vision with ability to see near and far, good depth perception and color distinction to properly attach or disconnect equipment.
Walks throughout the shift to obtain equipment and supplies to/from vehicle as well as to/from work area.
Cox Communications, Inc. 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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www.cox.com, www.coxmedia.com, www.coxbusiness.com.
Statement to ALL Third Party Agencies and Similar Organizations:
Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.
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