Bilingual Operations Account Specialist

Call Center Renewal Agent

Call Center Renewal Agents serve as coaches to our customers, obtaining lease renewal payments and lease agreement renewals by understanding lease agreement terms and benefits and ensuring customers are fully satisfied with the product. A Call Center Renewal Agent builds relationships with customers over the phone to help bring them one step closer to ownership.

Duties and Responsibilities:

• Utilizes provided tools to find and renew customers. Makes direct contact over the phone with customers who have not renewed their lease agreement(s)
• Educates customers on the benefits of timely lease agreement payments and leverages the proprietary suite of lease renewal options to help get customers to ownership
• Upkeep customer accounts and maintain updated customer information in the computer system
• Documents all customer lease renewal payment appointments
• Works in partnership with retail partner when customers have an interest in buying or leasing additional merchandise
• Maintain the highest level of compliance with applicable policies, procedures, regulations, and laws
• Opens and closes the call center daily
• May be required to carry out field visit activities visiting past due customer in-home

Education and Experience:

• 6 months customer service, call center, or collection experience required
• High School diploma or equivalent required
• 2 years of call center experience preferred
• 2 years of collection experience preferred

Required Skills and Competencies:

• Ability to connect and relate well to people, demonstrate empathy, listen attentively, explain things simply and easily, and successfully navigate difficult conversations
• Strong multi-tasking, organizational, negotiation and persuasion skills
• Proficient computer skills
• Ability to work schedule of hours varying from 8 am to 9 pm, Monday through Saturday
• Excellent interpersonal and communication skills
• High energy with the ability to effectively perform all functions of the call center
• Proper telephone etiquette
• Uphold the Company Brand and protect company assets
• Maintain a professional appearance
• Satisfactory MVR, D.O.T. physical/certification in states that require it, drug screen, criminal background investigation with job performance reference check and required testing, a valid Driver's License and compliance with the Company's Physical Requirements
• Position routinely requires lifting, loading, and moving 50-300 pounds of merchandise with the use of a dolly