• Manage a high volume of inbound and outbound calls and other customer contacts in a timely and professional manner. • Address and resolve customer complaints and inquiries regarding billing statements, payments, and account adjustments. • Contact customers with overdue accounts to solicit payment or negotiate realistic payment plans, while adhering strictly to the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations. • Troubleshoot and provide updates on service problems and outages, escalating complex technical issues to the appropriate departments (e.g., L2 or L3 support). • Review customer accounts, identify problems, and process necessary changes, credits, or service disconnections/reconnections as required. • Maintain accurate and detailed records of all customer interactions and transactions within the CRM system. • Utilize strong problem-solving skills to find effective solutions and provide accurate information about products, services, and policies. • De-escalate situations involving dissatisfied customers, remaining calm and professional under pressure. • Collaborate with other departments to ensure timely and thorough resolution of customer issues. • Strive to meet and exceed individual and team performance metrics (KPIs) such as call volume, resolution time, and customer satisfaction ratings.