Experience

CastleRock Security

• Security and Investigations
• 1 - 100 Employee

• Account Manager

  • Dec 2010 - Present

  Position: Account Manager/Collector Activities: Pre - Collections /Customer Service /Proactive Retention / Internal Sales Collections - • Accounts 0-90 days past due • Outbound calls to customers who have fallen behind on their payments • Set up Payment plans • Update credit card and ACH information • Present customers with mutually beneficial options to help bring their account current and maintain the business relationship Pro-Active Retention • Contact customers that display early signs of being "at risk" of cancelling in an effort to resolve issues and save customer. • Re sell the value of services to customers • Effectively use probing questions, fact finding and negotiation skills to retain customer accounts • Present customers with a variety of business appropriate solutions to secure a long term relationship. • Re-negotiate c customer's existing contracts to extend the relationship Internal Sales (Inbound/Outbound) • Increased customers knowledge of available products and packages that can enhance their service ( smoke alarm, CO2, flood, alarm cert, yard signs, additional sensors etc) • Assisted customers with requests to move/transfer service • Offered extended contract options to customers while upgrading their services. Customer Service • Answer all billing and statement related questions • Issue credits when necessary • Assist customers with arming and dis-arming their systems • Assist in the maintenance of complete and accurate customer account information 1st Tier Tech Support • Assisted customers with replacing batteries • Walked customers thru arming and disarming their systems • Performed system test via phone with customer • Walked customers thru past and current signals received Show less