Payment Collections Specialist

Job description

**⭐** **Who we are** Lodgify is a fast-growing scale-up company leading the vacation rental industry. Backed by $30M in funding, our platform empowers property owners and managers worldwide to efficiently manage and grow their business through technology. Headquartered in sunny Barcelona, we're now a team of 380+ people representing over 60 nationalities, united by a passion for transforming the future of short-term rentals. **⭐** **Role Overview:** We are looking for a Payment Collections Specialist to join our Customer Success team in a fully remote position. This role is critical to improving company revenue by **ensuring customer retention and managing collections effectively.** As a Payment Collections Specialist, you will handle **customer retention efforts**, manage collections, and support account upgrades. Your responsibilities will include resolving customer concerns, negotiating tailored retention solutions, and maintaining strong relationships through proactive communication. ### ⭐ How You’ll Make an Impact: - Manage cancellation requests, **focusing on retaining customers** by understanding their concerns and offering personalized solutions. - Oversee billing and collections, proactively contacting customers by phone, informing internal teams, and optimizing processes. - Identify upsell opportunities and offer relevant account upgrades. - Assist customers with billing inquiries and payment issues via phone, email, and chat. - **Most interactions will be conducted by phone,** but you will also assist customers via email and chat. - Collaborate across teams to report issues, suggest product improvements, and contribute to key projects. - Contact customers via phone and email to recover overdue amounts while maintaining a positive relationship. - Document key activities and insights gathered throughout the collection process and ensure appropriate follow-up. - Use negotiation skills to address customer concerns and provide the best solutions for both parties. - Adhere to established procedures while demonstrating independent problem-solving skills. Maintain active engagement with the team through chat and other channels to ensure collaboration and support. ### ⭐ What Makes You a Great Fit?: - Minimum 2 years of experience in a related role. - Confident and proactive in engaging with customers over the phone. - Fluent in English (excellent written and verbal communication skills). - Customer retention experience is ideal but not mandatory. - Sales-related experience is a plus. - Excellent organization and negotiation skills. ### ⭐ Bonus Points: - Additional languages like German, Italian or French!