Company:

Cox Communications, Inc.

Job Family Group:

Sales

Job Profile:

Credit & Collections Specialist I - CCI Resi

Management Level:

Individual Contributor

Travel %:

No

Work Shift:

Variable (United States of America)

Job Description:

** This is a remote role, however you must live within a commutable distance from Phoenix, AZ **

At Cox, we connect people to the things they love. Now we’d like to connect with you. Cox Communications is looking for sharp talent to join our team and be the voice of our brand.

As a full-time Credit & Collections Specialist – Remote , you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative of the Cox brand, in a call center environment. In this role you will:

• Promote customer retention and reduce bad debt by collecting monies via telephone from delinquent active and former customers and non-pay disconnected accounts across all residential product lines while remaining in accordance with State and Federal privacy and collection laws, in a call center environment.

• Ensure all delinquent accounts within assigned area are either collected or resolved in accordance with defined system policy in order to maximize system financial performance and effectively minimize write off of Accounts Receivables and equipment, in a call center environment.

• Live the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company.

Unleash your potential with Cox Communications as a Collections Specialist today.

This role can require office-based work or a combination of work from home and office-based work at any time based on business needs. This is a highly consultative sales opportunity. Call center hours of operation are 6am – 8pm, Mon – Fri and 9am – 6pm, Sat; shift schedule will be determined at time of hire and subject to change .

As part of a customer loyalty driven team, highly motivated individuals will earn an hourly rate of $17.50. The target commission is $1,000 a month. There is potential to earn up to and beyond $60,000 as a high performer. Higher performers are eligible for accelerated pay up to two and a half times their monthly incentive.

The Cox Communications Difference

Cox Communications is more than just a place to work. We strive to create an environment that nurtures personal development and the opportunity to build on your talents.

Our employees are our most important resource. To demonstrate the value we place in our employees, Cox offers competitive salaries, an excellent benefits package (healthcare and 401k) and a best-in-class working environment.

We are committed to having a diverse workforce that reflects the communities we serve. We embrace and foster an environment that builds on the unique talents that come from a variety of people and perspectives.

Keep reading to learn more about the role and to apply to join the Cox Communications team today!

What’s In It For You?

Really good question, and we have some good answers that we hope you like.

• We want you to feel cared for and respected (like you do with our customers), and that starts with Cox’s highly competitive pay and other compensation perks (401k + company matching, comprehensive medical benefits, etc.). We also offer free Internet, and discounts on other Cox services valued at up to $300 per month . We offer tuition reimbursement for academic pursuits, adoption assistance, paid time off to volunteer, childcare and eldercare resources, pet insurance and much more.

• Good work should be rewarded, and not just with a healthy paycheck. The Cox culture is one that values people more than technology, so it’s our goal to make sure you feel recognized for your contributions. It’s also important to work alongside colleagues who “get you.” At Cox, you’ll find a workplace where relationships are crafted with care and successes are celebrated with high fives. We strive to create an environment where you can do you, and everyone from leadership to new hires can support and feel supported.

• Growth is a good thing, and you’ll have opportunities to learn and train so you can sharpen your skills and explore opportunities across the Cox family of businesses that will continue to challenge and empower you. In the future, you may have the opportunity to cultivate customer relationships in other sectors where we operate like cleantech, health care and new forms of transportation mobility.

Primary Responsibilities and Essential Functions

Major Tasks

1. Handles payment delinquency activity for all product lines for Cox residential customers.

2. Answers incoming and makes outgoing phone calls to customers and provides a quality, responsive, and positive customer

contact with the intent to retain the customer and correct the past due situation.

3. Requests account information, accesses customer record databases or other electronic tools and information delivered to the

desktop, and authenticates customer by requesting PIN or other identifying information.

4. Asks questions and listens to assess the customer’s situation and determine appropriate methodology to follow in order to meet

company goals in retaining customers and collection of past due balances.

5. Analyzes customer account status and history and performs necessary calculations to determine appropriate actions and

payment plans.

6. Negotiates with customers to agree upon arrangements for payment, extends disconnect dates when required and processes

payments by telephone (credit card, checks, etc.).

7. Recommends downgrading services, when appropriate, to help reduce monthly reoccurring charges and customer churn.

8. Screens, identifies and participates in investigations of telephone fraud and responds to inquiries of rate, services and possible

fraud.

9. Transfers appropriate fraud, high toll and bankruptcy cases and escalations to the appropriate person/work group inside or

outside of the Collections department.

10. Resolves collections-related customer issues to maintain customer loyalty and minimize product churn.

11. Explains to customers billing statements and Cox policies concerning prices, billing and services.

12. Leaves messages for customers who request a call back.

13. Communicates, coordinates, and transfers to other Cox departments to solve customer issues.

14. Safeguards company assets, customer’s privacy and other proprietary information.

15. Maintains compliance with legal and regulatory requirements.

16. Documents call results and notes the disposition of calls, customer payments agreements, payment plans and other results in

the Cox billing system (ICOMS).

17. Processes equipment retrieval requests, stolen and fire damaged equipment reports to minimize financial losses.

18. Participates in team or departmental meetings and individual meetings with Supervisor concerning own job performance.

19. Attends job-related training that may include initial training; refresher training; product, service, and customer experience updates; and cross training.

20. Reads new or updated reference material or announcements pertaining to outages, promotions, programming changes, specials, policies, and other Company business. These may be provided by memo or electronic bulletin board, e.g., e-mail or the KIQ. Adapts customer communication to reflect any changes.

Qualifications

Minimum

• High School Diploma/GED
• 6 months experience working in a direct customer contact position
• 6 months experience using a computer in a work or non-work setting
• You must live in the greater Phoenix, AZ area
• You must have high-speed internet connection available in your home
• Specialized skill training/certification may be required

Preferred

• Live in an area of Phoenix, AZ where Cox Communication services are available
• 1 or more years successful experience in a call center customer service, telephone sales or credit and/or collections environment
• Knowledge of ICOMS billing system, or equivalent in another environment.
• Telecommunications or utility experience

About Us:

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.