About this role
Who Were Hiring:
Woodfin – Your Home Team is seeking a customer-focused Collections Specialist who is passionate about helping customers find solutions while protecting company receivables. This role combines customer service excellence, relationship building, and collections expertise to resolve outstanding balances in a professional, compassionate, and effective manner.
The ideal candidate understands that collections is an extension of the customer experience and approaches every interaction with empathy, professionalism, and a commitment to finding mutually beneficial solutions.
Who We Are:
Woodfin – Your Home Team: A seven-time Richmond Times Dispatch Top Workplace. Our success is no accident. We hire, train, and reward top talent, emphasizing quality people. As a hometown company, we value customer service and employ dedicated, hard-working individuals. We provide comprehensive support, including work-life balance, paid training, wellness programs, and more. Join us to work for an organization built around the core values of Humility, Integrity, and Respect!
What Youll Do:
- 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.
Qualifications
What Youll Bring:
- 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.
What Success Looks Like:
- Treats every customer interaction as an opportunity to enhance the customer experience.
- Demonstrates professionalism, accountability, and empathy.
- Balances collection goals with long-term customer relationships.
- Embodies Woodfin's 7 STAR service philosophy.
- Works collaboratively across departments to solve problems and create remarkable customer experiences.
- How success is measured:
Aging balances reduced month over month
- Collection dollars recovered
- Payment plan completion rate
- Customer satisfaction and complaint resolution
- Quality and accuracy of account documentation
- Response time on past-due accounts
What We Offer:
Woodfin – Your Home Team offers a wide range of employee benefits, including:
- A welcoming, family-oriented work environment that supports work/life balance.
- 401K plan with Roth and Traditional options, including a 25% company match on up to 6% of your income.
- Medical insurance with three plan choices, including Health Savings Account options.
- Dental insurance with two plan choices.
- Vision insurance coverage.
- Flexible spending account.
- Tuition reimbursement.
- Access to apprenticeship training programs.
- Scholarship opportunities for you and your family.
- Paths for cross-training and career advancement.
- Paid vacation and PTO that accrues from day one.
- Employee Assistance Program for support when needed.
Not everyone may fulfill all the requirements listed here. If you possess the necessary skills but are unsure about your background, please dont hesitate to apply. We welcome your application and are eager to explore the opportunity with you. Were constantly seeking individuals who can contribute to our companys growth and success.
At Woodfin Heating, Inc., we are committed to cultivating an environment of mutual respect and inclusion. We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, age, sex, national origin, gender, pregnancy, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, ethnic origin, or any other characteristic protected by federal, state or local laws.
All aspects of employment will be based on merit, competence, performance, and business needs, including the decision to hire, promote, discipline, or discharge.