Philippines onlyPosition: Collections Specialist (Remote - Night Shift | HVAC Company)
Location: Remote
Work Hours: Night Shift (Aligned with New York, U.S. business hours)
Industry: HVAC / BPO / Collections
Start Date: ASAP
Employment Type: Full-Time
About the Company:
Our client is a growing HVAC company based in the United States, committed to providing exceptional heating, ventilation, and air conditioning services. As our customer base grows and operations scale, we are looking for a Collections Specialist to proactively manage our accounts receivable and improve cash flow efficiency. This is a newly created role critical to our financial performance, especially during the off-season when receivables tend to build up.
About the Role:
This is not a typical customer service position, though it requires a similar level of professionalism, attention to detail, and communication skills. You will be responsible for initiating contact with customers, navigating difficult conversations with confidence, and ensuring timely collection of outstanding invoices, all while managing multiple systems and tasks simultaneously.
Key Responsibilities:
- Make high-volume outbound collection calls (up to 50 per day) to customers with outstanding balances using RingCentral (all calls are recorded).
- Work on an active accounts receivable balance from the clients.
- Research and review customer files during live conversations to provide accurate and informed updates.
- Handle sensitive or challenging conversations with professionalism, patience, and clarity.
- Maintain detailed call records and collection notes in the system.
- Identify and execute upsell or cross-sell opportunities during conversations, when appropriate.
- Collaborate with internal teams (finance, operations, and sales) to resolve any disputes or account issues.
- Propose improvements to the collections workflow and customer engagement strategies.
Requirements:
- Minimum of 4 years of experience in collections, accounts receivable, or similar BPO roles—preferably for U.S.-based clients.
- Prior work experience in a BPO environment is highly preferred.
- Excellent spoken and written English; must be confident, articulate, and clear on calls.
- Demonstrated ability to handle high call volumes and challenging customer conversations.
- Strong technological skills; ability to work across multiple systems during live interactions.
- Familiarity with RingCentral or similar VoIP systems is a plus.
- Comfortable working in a fast-paced, target-driven environment.
- Must be willing to work New York business hours (night shift in PH or similar time zones).
- Ready to start immediately.
Nice to Have:
- Background in HVAC, construction, or service-based industries.
- Experience in upselling or account expansion during collections or support calls.
- Basic knowledge of collections compliance and U.S. financial regulations.
