Operations Accounts Specialist

Aaron's - Pompano Beach, FL

Full-time

Pompano Beach, FL

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

As an Operations Accounts Specialist at Aaron's Inc, you will play a crucial role in our call center operations, primarily focusing on lease renewal processes. Your primary responsibility will be to serve as a coach to our customers, guiding them through the lease renewal payments and agreements. This involves a deep understanding of the lease agreement terms and benefits, ensuring that customers are fully satisfied with their products. You will build strong relationships with customers over the phone, helping them progress towards ownership of their leased items. In this position, you will utilize various tools provided by the company to identify and renew customer leases. You will make direct contact with customers who have not yet renewed their lease agreements, educating them on the benefits of timely payments and leveraging our proprietary suite of lease renewal options. Maintaining accurate customer accounts and updating information in our computer system will be essential, as will documenting all customer lease renewal payment appointments. Collaboration with retail partners will also be a key aspect of your role, especially when customers express interest in purchasing or leasing additional merchandise. You will be expected to uphold the highest level of compliance with applicable policies, procedures, regulations, and laws. Additionally, you will be responsible for opening and closing the call center daily and may be required to conduct field visits to past due customers in their homes.

Responsibilities

• Utilizes provided tools to find and renew customers.
• Makes direct contact over the phone with customers who have not renewed their lease agreement(s).
• Educates customers on the benefits of timely lease agreement payments.
• Leverages the proprietary suite of lease renewal options to help get customers to ownership.
• Upkeep customer accounts and maintain updated customer information in the computer system.
• Documents all customer lease renewal payment appointments.
• Works in partnership with retail partner when customers have an interest in buying or leasing additional merchandise.
• Maintain the highest level of compliance with applicable policies, procedures, regulations, and laws.
• Opens and closes the call center daily.
• May be required to carry out field visit activities visiting past due customer in-home.

Requirements

• 6 months customer service, call center, or collection experience required.
• High School diploma or equivalent required.
• 2 years of call center experience preferred.
• 2 years of collection experience preferred.

Nice-to-haves

• Ability to connect and relate well to people.
• Demonstrate empathy and listen attentively.
• Strong multi-tasking, organizational, negotiation and persuasion skills.
• Proficient computer skills.
• Excellent interpersonal and communication skills.
• High energy with the ability to effectively perform all functions of the call center.
• Proper telephone etiquette.