Ever eat an Impossible Burger, cooked plant-based chicken, or recycle a plastic water bottle? There isn’t a facet of modern life that chemical engineers have not touched.
Chemical engineers have been part of almost every major development from plastics and fibers to unleaded gasoline to solar power and medicines. If it’s modern, chemical engineers helped make it happen.
AIChE is a professional society of more than 60,000 chemical engineers in 110 countries. Its members work in corporations, universities and government, using their knowledge of chemical processes to develop safe and useful products for the benefit of society. Through its varied programs, AIChE continues to be a focal point for information exchange on the frontiers of chemical engineering research in such areas as energy, sustainability, biological and environmental engineering, nanotechnology, and chemical plant safety and security.
Position Summary
Are you an enthusiastic individual who listens to customer inquiries and then offers a unique and innovative solution to each problem? Do you have experience in accounts receivable collections? The Customer Service amp; Collections Representative will be responsible for the collection of outstanding accounts receivable due AIChE. They will also provide back up support to the Customer Service team by taking inbound calls from the 1-800 phone line as well as answering internal and external emails sent to the designated Customer Service (CS) email accounts. To perform these functions effectively, the Representative will gain an understanding of AIChE’s lines of business and products.
Requirements
Collections:
- Developing debt collection strategies, including identifying the most appropriate contact at customers for debt collection, and timing for outreach.
- Contacting customers to collect overdue balances and negotiate payment plans, as necessary.
- Collaborating with AIChE’s Finance department and business units on collection efforts.
- Documenting customer communications, agreed payment plans, and amounts paid in our eCommerce and CRM system (Personify 360).
- Generating accounts receivable aging reports and providing status reports to the CS Manager and key stakeholders on a monthly basis.
Customer Service:
- Respond to customer inquiries in a professional and efficient manner. Assist customers or transfer callers to the more appropriate person, when necessary.
- Execute on the common requests from customers such as: input product and service orders, execute meeting registrations, process cancellations or refund requests, and update membership information.
- Research customer inquiries and offer resolutions.
- Travel to domestic conferences for registration processing, if necessary, 1-3 times per year.
Skills amp; Competencies:
- Outstanding attention to detail and follow-up skills to ensure open items are resolved promptly.
- Highly collaborative.
- Exceptional recordkeeping and organizational skills.
- Strong conflict resolution and creative thinking skills
- Solid judgement and business acumen.
- Strong team player with a passion to help customers and assist co-workers, when needed
- Demonstrated active listening skills
- Ability to build rapport and respond to customers in a compassionate and professional manner
- Outstanding verbal and written communication and problem-solving skills
Education and Experience Requirements:
- Minimum 5 years of customer service or collections experience
- Minimum high school diploma or GED
- Understanding of the Fair Debt Collection Practices Act (FDCPA) a plus.
- Experience in a service industry or non-profit a plus
Software Proficiency:
- MS Office Suite including Outlook
- CRM or eCommerce System. Experience with Personify would be valuable.
Location
This position can be fully remote or located at our Danbury, CT office with a hybrid work from home option.
Benefits
- The salary range for this position is $48,000 - $53,000
The American Institute of Chemical Engineers is an Equal Opportunity Employer.