Posted 14 months ago

Payment Collections Specialist

LATAMRemote

AI Summary

Manages customer retention and payment collections for a vacation rental platform, handling cancellation requests, billing inquiries, and overdue account recovery via phone, email, and chat.

About this role

⭐Who we are

Lodgify is a fast-growing scale-up company leading the vacation rental industry. Backed by $30M in funding, our platform empowers property owners and managers worldwide to efficiently manage and grow their business through technology.

Headquartered in sunny Barcelona, we're now a team of 380+ people representing over 60 nationalities, united by a passion for transforming the future of short-term rentals.

⭐ Role Overview:

We are looking for a Payment Collections Specialist to join our Customer Success team in a fully remote position. This role is critical to improving company revenue by ensuring customer retention and managing collections effectively.

As a Payment Collections Specialist, you will handle customer retention efforts, manage collections, and support account upgrades. Your responsibilities will include resolving customer concerns, negotiating tailored retention solutions, and maintaining strong relationships through proactive communication.

⭐ How You’ll Make an Impact:

Manage cancellation requests, focusing on retaining customers by understanding their concerns and offering personalized solutions.

Oversee billing and collections, proactively contacting customers by phone, informing internal teams, and optimizing processes.

Identify upsell opportunities and offer relevant account upgrades.

Assist customers with billing inquiries and payment issues via phone, email, and chat.

Most interactions will be conducted by phone, but you will also assist customers via email and chat.

Collaborate across teams to report issues, suggest product improvements, and contribute to key projects.

Contact customers via phone and email to recover overdue amounts while maintaining a positive relationship.

Document key activities and insights gathered throughout the collection process and ensure appropriate follow-up.

Use negotiation skills to address customer concerns and provide the best solutions for both parties.

Adhere to established procedures while demonstrating independent problem-solving skills. Maintain active engagement with the team through chat and other channels to ensure collaboration and support.