Senior Collections Specialist

Olo is seeking a customer support enthusiast to join the Accounting team as a Senior Collections Specialist. A Senior Collections Specialist will assist our partners with resolving their unpaid invoices, identify and keep records of overdue invoices, as well as work with the Customer Experience team and the Accounting team to collect payment from individuals and groups responsible for delinquent debt with Olo. 
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You'll Do

• Provide support to customers and their franchisees during times of monthly invoicing.
• Provide support in partnership with Finance to diagnose, research, document, and resolve escalated billing issues.
• Coordinate to help draft, edit, and maintain both internal and customer-facing documentation on the collections process.
• Identify accounts with overdue payments and keep record of the amount owed and the length of delinquency. 
• Locate and contact customers with outstanding invoices.
• Process customer invoices for payment, account product adjustments, and customer refunds when appropriate
• Report monthly on the total collected in the period to the VP of Customer Support
• Research billing discrepancies and escalate issues as necessary
• Provide feedback on internal processes and best practices in an effort to continually improve the collections customer experience and overall collections support flow.
• Guiding our customers on the importance of on-time payments and directing them on how they can manage their billing information on the Olo platform. 
• Attend internal and customer-facing training to learn about product enhancements.
• Support customer accounts to maintain favorable, long-term relationships
• Support contractors to achieve collection goals

What We'll Expect From You

• At least four years of collections or AR management experience
• Up to one year experience providing customer support 
• Passion for solving customers’ problems; ability to solve problems by utilizing available tools/resources.
• Avid interest in the restaurant industry.
• Ability to work independently when needed, as well as collaborate across multiple teams.
• Embodies teamwork, open communication, excellence in service, integrity, and accountability.
• Knowledge of word processing tools (MS Office, Google Drive, etc.), as well as strong internet navigation skills.
• Strong experience with spreadsheets (MS Office, Google Drive)
• Excellent communication and writing skills.
• Ability to express empathy through written communication.
• Able to work in a fast-paced environment.
• Able to work with detailed procedures and program guidelines.
• Self-motivated quick Learner.
• Great attention to detail.

Nice to Have

• Experience working for a software, SaaS, or technology company. 
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