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Client Account Relationship Manager

2 months ago

Ottawa, Ontario, Canada Vista Credit Corp Full time

Vista Services is a well-established financial partner helping communities and local contractors. We're a well-capitalized company seeking to grow organically, geographically, and through acquisition.

About the Role

The Customer Success Representative (CSR) serves as the first point of contact for our thousands of customers. This role requires problem-solving skills, making informed decisions, multi-tasking, and working in a fast-paced time-sensitive environment.

  • Welcoming customers at our office and assisting them in person.
  • Gathering customer information, accessing their needs, and fulfilling their requirements, such as confirming payment schedules and amounts or determining reasons for slow or short payments to ensure collection of outstanding invoiced amounts.
  • Troubleshooting customer issues over the phone.

This position involves evaluating opportunities to drive process improvements that positively impact the customer's experience. You will also partner with customers to develop relationships and provide a superior level of customer service.

You will reconcile customer accounts, make follow-up calls to identify and solve any payment issues, and reconcile move-in/move-out notices from customers to ensure accurate billing information. Additionally, you will handle customer retention processes, contract assignments, and buyout requests.

As a CSR, you will prepare correspondence and fulfill the needs of existing customers who are at risk of cancelling service. You will assist with calling customers to update their billing preferences, address complaints, and increase satisfaction and secure renewals or saves.

You may offer discounts or special deals as needed and within pre-established limits. The role also involves liaising with site managers and other internal departments on collection efforts and providing relevant reports.

Making collection calls on overdue accounts is another key responsibility. You will collaborate with cross-functional departments such as Billing, Accounting, and Accounts Payable team.

A comprehensive understanding of leasing and financial contracts is an asset. Post-secondary education in relevant fields is also considered an asset.