Customer Account Specialist

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A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications.

A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Responsible for collecting delinquent balances and outstanding non-payment from external customers. Uses various communication methods to ensure payments while maintaining strong customer relations.

• Generate aging reports and analyze accounts within an assigned portfolio.
• Serve as the first point of contact for customer account issues.
• Identify and analyze accounts with past due balances; handle complex, high volume accounts requiring extensive analysis and customer contact.
• Contact customers via phone, email, mail, and Zoom to negotiate payments and resolve past due balances.
• Work with other departments to resolve deduction issues, maintain accurate notes, and report results.
• Determine actions such as credit suspension, rebilling, or collections placement for accounts requiring such measures.
• Maintain records of services/products delivered and contact information updates.
• Perform account analysis, handle escalated calls, and prepare documentation for legal proceedings.
• Notify management of bankruptcy statuses and maintain relevant files.
• Communicate complex ideas effectively to customers and management.
• Manipulate large data sets in Excel using pivot tables and formulas.
• Identify root causes of issues and influence customer behavior.
• Recommend procedural efficiencies and payment plans to meet department goals.

• High School Diploma or GED
• 3+ years related experience or training
• Strong work ethic and self-motivation
• Negotiation, business writing, and customer service skills
• Problem-solving and decision-making skills
• Analytical skills, proficiency in spreadsheets, basic accounting knowledge
• Intermediate MS Office skills, knowledge of SAP is a plus

We offer a competitive compensation package and comprehensive benefits including medical and dental insurance, life insurance, retirement plans, disability programs, and tuition assistance.

We consider all applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, or expression, marital or military status. Reasonable accommodations are provided in accordance with applicable laws.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Finance
• Industries:
  Manufacturing and Consumer Services