Collections Representative

Job Summary

Aquarion Water Company is seeking a detail-oriented and customer-focused Collections Representative to help reduce aged accounts receivable. In this role, you will work directly with customers to resolve past-due balances, document payment activity, and address disputes while maintaining compliance with state regulations. Success in this role requires strong communication, ability to multitask effectively across multiple systems in a fast-paced environment.

Principal Responsibilities

• Deliver exceptional customer service across multiple communication channels, with a primary focus on inbound and outbound phone calls.
• Contact customers with overdue balances to negotiate payments and secure commitments.
• Analyze payment history to identify causes of delinquency and recommend solutions.
• Document all interactions in SAP and CRM systems and follow up as needed.
• Coordinates disconnect/reconnect activity with Field Service teams.
• Research and process transactions using payment platforms (e.g., KUBRA, banking systems.
• Support Customer Service during peak call volumes.
• Resolve disputes, identify trends, and suggest process improvements.
• Assist team members as needed to ensure business continuity.
• Perform additional duties as assigned.

Preferred Requirements

• Call center or high-volume customer service experience preferred
• Strong communication, negotiation, and problem-solving skills.
• Ability to manage time effectively and work independently.
• Proficiency in Microsoft Office; ability to navigate multiple systems.
• Positive, adaptable approach in a fast-paced environment.

Education/Certifications

• Associate degree preferred or equivalent work experience will be considered.

Salary

• Job is classified as a non-exempt position with a starting hourly rate of $24.50.
• Hours for this role are 9:00AM to 5:30PM, Monday through Friday. During training period, hours may be slightly different.
• Must be able to work full time with availability for overtime on infrequent occasions.
• Based in our Monroe, CT office. After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote).