Customer-Focused Collections Specialist

Doswell Operating Group; Richmond (VA); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

401K with Roth and Traditional options

Company match on up to 6%

Medical insurance with multiple plans

Dental insurance

Vision insurance

Paid vacation and PTO

Tuition reimbursement

Scholarship opportunities

Work-life balance

Job summary

Woodfin Heating, Inc. is seeking a Collections Specialist to contact customers with past-due accounts, negotiate payment plans, and preserve customer relationships while recovering balances. The role requires 2+ years in collections, strong communication, and empathy to resolve billing concerns effectively.

We offer comprehensive benefits including retirement options, medical/dental/vision, and paid time off. Join a values-driven team focused on Humility, Integrity, and Respect.

Qualifications

• High school diploma required; Associate's degree preferred.
• 2+ years of collections, accounts receivable, customer service, or related experience.
• Strong phone communication and conflict resolution skills.
• Ability to handle difficult conversations with professionalism and empathy.
• Strong organizational and follow-up skills.
• Experience working with payment plans and account reconciliation preferred.
• Proficiency with Microsoft Office and accounting/customer management systems.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Contact customers regarding past-due accounts via phone, email, text, and written correspondence.
• Resolve outstanding balances while maintaining positive customer relationships.
• Research customer accounts, invoices, payment history, and service records to identify and resolve billing concerns.
• Negotiate payment arrangements and payment plans within company guidelines.
• Collaborate with Customer Service Representatives, Coordinators, and Operations teams to resolve disputes quickly and accurately.
• Maintain accurate account documentation and collection notes.
• Monitor aging reports and prioritize collection activities based on established objectives.
• Identify accounts requiring escalation, legal review, or third-party collection placement.
• Assist customers with payment options, online payment methods, and account questions.
• Support retention efforts by identifying opportunities to preserve customer relationships while improving collections performance.
• Meet established collection, recovery, and customer satisfaction goals.
• Maintain compliance with all applicable collection regulations and company policies.

Skills

Collections experience

Phone communication

Conflict resolution

Empathy

Organization

Education

High school diploma

Associate's degree preferred

Tools

Microsoft Office

Accounting software

Job description

Woodfin Heating, Inc. is seeking a Collections Specialist to contact customers with past-due accounts, negotiate payment plans, and preserve customer relationships while recovering balances. The role requires 2+ years in collections, strong communication, and empathy to resolve billing concerns effectively.

We offer comprehensive benefits including retirement options, medical/dental/vision, and paid time off. Join a values-driven team focused on Humility, Integrity, and Respect.