Account Representative I

Range: 17.25-18.25

RESPONSIBILITIES:

Handle inbound phone calls, emails, and/or chats to assist customers with complaints, inquiries, requests, and taking payments.  Performing outbound phone calls and emails to customers with overdue accounts.  Negotiate payments to establish payment plans or settlements that satisfy both parties.  Maintain all communications, payment arrangements, and account updates accurately.    Document/note accounts with payment status and customer interaction.  Monitor accounts and perform follow-up regularly to ensure compliance with payment agreements.  Mail, fax, and email invoices to customers as requested.  Assist with credits, refunds, invoice adjustments, prepare Journal Vouchers, payment affidavits, payment research, and account reconciliation.

Must always be confidential due to privileged information and customer data.  The role may often be challenging, so you should be able to remain calm and polite in a stressful situation.  Collaborate with Leads and Management Team to serve the customers in the best possible way.  Pass on issues to the Leads and Management Team as needed, for assistance with collection efforts or account resolution. 

REQUIREMENTS:

• Average Attendance is required.
• Reliability and Accountability. 
• Attention to Detail.
• Computer experience with Microsoft Excel, Word, and Outlook required.
• Customer Service and/or Accounts Receivable experience preferred.
• Working knowledge of one or more of the following systems preferred:
• Magazine AS400, Oracle Fusion, Oracle EBS/OCI, or Book Fairs CIS.
• Able to work across multiple platforms simultaneously.
• Excellent verbal & written communication skills along with organizational and multitasking abilities.
• Patience and emotional intelligence.  Staying calm with frustrated or confused customers.
• Positive Attitude.  Maintain friendly and helpful demeanor.
• Previous experience assigning priorities, meeting deadlines, utilizing sound decision making methodology, and goal driven with the ability to work under pressure.
• Adaptable to change.
• Flexible and willing to work in a changing environment.
• Proficient working alone and as part of a team.
• Abide by strict Payment Card Industry (PCI) compliance and security guidelines.
• Ahere to federal and state debit collection laws and company policies.
• Overtime as needed and other duties as assigned.

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

EEO is the Law Poster

EEO Scholastic Policy Statement

Pay Transparency Provision