Collections Manager at PosiGen

Houston, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

N/AIndustries

Requirements

Associate’s or Bachelor’s degree preferred
2–3 years of progressive experience in a call center or collections environment preferred
Minimum of 1 year of supervisory or team leadership experience required
Strong knowledge of billing, collections, and customer service processes
Salesforce experience is a plus
Proficiency with Google Workspace tools preferred
Excellent written and verbal communication skills
Demonstrated commitment to delivering outstanding customer service
Ability to perform physical demands: regular speaking, listening, standing, walking, using hands, reaching; occasional sitting, climbing, balancing, stooping, kneeling, crouching, crawling; lift up to 10 pounds frequently and 40 pounds occasionally; vision requirements including close/long focus, color distinction, peripheral awareness, depth perception, precise adjustments

Responsibilities

Monitor and motivate call center staff to achieve individual, departmental, and company goals, including improving delinquency rates, customer satisfaction, and employee product knowledge
Coach and develop team members through regular feedback, performance evaluations, and side-by-side support
Improve call quality and customer satisfaction by reviewing interactions and delivering actionable feedback
Serve as the primary point of contact for call escalations, offering real-time guidance and using these as coaching opportunities
Intervene on customer calls when necessary to ensure professionalism and accuracy
Build strong cross-functional relationships with other departments to enhance communication and overall customer experience
Plan and adjust employee work schedules based on workload and department needs
Ensure compliance with all federal and state laws, contractual obligations, and company policies
Meet or exceed established revenue targets and call center performance metrics
Address and resolve customer complaints with urgency and professionalism
Manage team performance by setting clear objectives, tracking progress, and providing consistent coaching
Handle HR-related matters such as attendance issues and interpersonal conflicts in collaboration with HR
Participate in the hiring process, including candidate interviews and selection recommendations
Make informed decisions regarding payment negotiations and customer resolutions
Perform administrative tasks to support efficient department operations
Provide weekly reports summarizing key activities, accomplishments, and performance insights
Analyze call center data and KPIs to identify trends and support performance strategy improvements
Other duties as assigned by leadership

Skills

Call Center Management

Team Coaching

Performance Evaluation

Call Quality Assurance

Escalation Handling

Customer Service

Regulatory Compliance

Employee Scheduling

Revenue Targets

Metrics Monitoring

Customer Complaint Resolution

Cross-Functional Collaboration

PosiGen

Leases solar panels to homeowners

About PosiGen

PosiGen operates in the renewable energy sector, focusing on making solar power accessible to homeowners, regardless of their income or credit score. The company provides solar panels through a leasing model, allowing customers to benefit from solar energy without the high upfront costs typically associated with purchasing a system. This leasing option includes maintenance and insurance, ensuring a hassle-free experience for users. Additionally, PosiGen offers a zero-cost home energy audit to help homeowners identify ways to improve energy efficiency, further lowering their energy expenses and carbon footprint. Unlike many competitors, PosiGen targets homeowners who may not have the financial means to invest in solar systems upfront, making their services particularly appealing to those seeking convenience and simplicity. The company's goal is to help homeowners reduce their energy costs while promoting environmental sustainability.

St. Rose, LouisianaHeadquarters

2011Year Founded

$214MTotal Funding

DEBTCompany Stage

EnergyIndustries

501-1,000Employees

Benefits

Remote Work Options

Risks

Increased competition from Generac may impact PosiGen's market share.

Leadership changes could disrupt operations if not managed carefully.

Reliance on external funding poses financial risks if growth expectations aren't met.

Differentiation

PosiGen focuses on low- to moderate-income homeowners, a unique market segment.

The company offers solar panel leasing, eliminating high upfront costs for customers.

PosiGen provides zero-cost home energy audits to enhance energy efficiency.

Upsides

Recent $400M funding from Brookfield supports PosiGen's expansion plans.

B Corp certification highlights PosiGen's commitment to social and environmental justice.

Inflation Reduction Act tax credits could benefit PosiGen's target market.

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