The Call Center Representative is responsible for assisting members with outstanding balances, resolving account issues, recapturing cancelled memberships, and proactively addressing concerns to support member satisfaction and retention. The role emphasizes delivering a positive and professional experience that aligns with the Judgement Free Zone® philosophy. The ideal candidate is positive, detail-oriented, and skilled in communication and negotiation.
Key Responsibilities
- Payment Support & Member Outreach (35%)
– Contact members with overdue balances via phone to resolve outstanding payments.- Assist members with billing updates or completing payments using the mobile app.- Negotiate payment arrangements or schedules in alignment with company guidelines.
- Account Management & Issue Resolution (30%)
– Provide accurate information on account balances, membership terms, and payment options.- Address member inquiries and concerns, offering solutions and promotions to avoid membership cancellations.- Escalate complex issues when necessary and document all interactions accurately.
- Retention & Service Promotion (20%)
– Proactively upsell membership enhancements and add-on services.- Contact cancelled members to encourage reactivation and regain business.- Identify and reach out to cancelled members to recapture their business and restore memberships.- Meet or exceed collection goals while maintaining a positive and supportive approach to member interactions.
- Collaboration & Compliance (15%)
– Partner with club staff and internal teams to resolve member needs efficiently.- Ensure compliance with company policies and the Fair Debt Collection Practices Act (FDCPA) and other regulations.
Requirements
- High school diploma or equivalent; additional education in customer service, or finance, is a plus.
- 2-3 years of experience in collections, customer service, or call center environments preferred.
- Should be knowledgeable in CRM systems
- Strong communication, negotiation, and interpersonal skills.
- Ability to de-escalate challenging conversations and remain calm under pressure.
- Proficiency in computer systems and data entry.
- Ability to multitask, prioritize tasks, and manage time effectively.
- Bilingual proficiency in English and another language preferred ( not required)
- Comfortable speaking on the phone for extended periods.
Benefits
- Working Conditions:
This is a call center-based position that may include evening or weekend shifts to support members across various time zones. The role involves extended periods of sitting and frequent outbound and inbound calls.
About 1840 & Company
1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.
Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.
We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.
