Job Type
Full-Time Regular
Location
Boca Raton FL


This position is responsible for leading and planning the Customer Service, Billing and Loyatly operations for a 35-person department. The individual is responsible for designing, implementing and enforcing policies and procedures, as well as streamlining effective processes and provide reporting demonstrating the effectiveness of the department. This position is highly visible and requires a strong leader with the ability to prioritize, plan, and direct the department.

Responsibilities Include:

  • Responsible for creating and successfully executing the department strategy
  • Oversee the entire billing and collections processes for both in-house and current BPO’
  • Plan and implement quality assurance for all processes
  • Review all processes to determine overall effectiveness / efficiency
  • Determine KPI’s for the department and ensure adherence for
    • Pending Payments
    • Reinstates
    • Customer Saves / retention
  • Review all refund requests / chargebacks
  • Determine effectiveness of BPO (outsourced collections center)
  • Understand call flow (five 9) to determine most effective manner to route calls and feed calls from dialer to reps (call priority in dialer)
  • Evaluate and optimize customer loyalty to maximize probability
  • Collaborate with internal teams to identify opportunities to enrich and expand customer loyalty
  • Responsibility for weekly staff meeting to ensure effective communication at all levels
  • Responsibility for department culture and engagement to reduce turnover rates

Requirements:

  • 6+ years of Customer Service / Retention and Billing experience
  • Prior experience directly managing others and being a great leader
  • A customer-first attitude who is excited to bring tons of new ideas to the table while also executing on the good ones we already have
  • Proven ability to perform strategic planning and priority setting for a billing department
  • Proven track record for improving process efficiencies and solving problems
  • Strong leadership skills with an ability to motivate direct reports
  • Detail oriented with an Accounting background
  • Excellent communication skills both written and verbal, and internal personal skills
  • Excellent analytical and problem-solving skills
  • Ability to manage multiple projects concurrently
  • College degree in accounting/finance/business management preferred