Lead Customer Accounts Recovery - The Woodlands, Texas

Job Description

Job Description

About the Company

Centric Services (“Centric”) delivers industry-leading natural gas transmission and distribution services through its Hooks and UniGas divisions. Centric serves ground-up commercial and residential developments, as well as master-planned communities in all major metropolitan markets across Texas. Centric is rapidly expanding due to its commercial and operational agility and is dedicated to bridging infrastructure gaps through strategic value creation and continuous innovation. Centric strives to create a caring and open culture where employees can grow and develop alongside the business.

About the Role

The Lead Customer Account Resolution responsible for overseeing the Company’s past due accounts and customer account resolution processes, including the identification, review, and preparation of delinquent and final accounts for third-party collection activities. This role ensures timely and accurate customer communications, account documentation, service termination and restoration processes, and transmission of eligible accounts to the Company’s designated collection agency.

 

General:

• Upholds and advocates for Centric’s core values and behaviors as outlined in the Centric Values and Leadership Framework.
• Ensure that all operations are conducted safely and in compliance with all applicable laws, regulations, policies, and procedures.
• Foster a culture of always doing things the right way: the Centric Way (safety, openness, integrity, attention to detail, etc.)

 

Responsibilities and Essential Job Functions:

• Maintain accurate customer account records and collection documentation, including tracking account activity, correspondence, payment information, and records submitted to third party collections agencies.
• Oversee the Company’s past due account and final account processes, ensuring all accounts are reviewed, documented, communicated, and processed in accordance with established procedures and timelines.
• Download, review, and analyze all aged accounts receivable reports to identity past due, final, and potentially collectable accounts requiring action.
• Prepare and transmit eligible final and past due accounts to the Company’s third-party collection agency, ensuring all required information and supporting documentation is complete and accurate.
• Prepare and coordinate monthly termination notices and service termination work orders for eligible past due accounts.
• Monitor customer payments and account activity associated with terminated service and coordinate restoration of service when applicable requirements have been satisfied.
• Coordinate with internal departments and external vendors including Customer Service, Accounting, Field Operations, printing/mail vendors, and third-party collection agencies, to ensure timely and accurate processing of customer accounts.
• Supervise, train, coach, and support assigned employees, establish performance expectations, monitor work quality and productivity, and address performance or process concerns as appropriate.
• Identify and implement opportunities to improve the efficiency, accuracy, and consistency of past-due account and collection processes, while ensuring compliance with Company policies, procedures, and applicable requirements.

Requirements

Education / Experience:

• High school diploma or GED required.
• 2+ years’ experience in customer account management, accounts receivable, collections support, customer service, data management, utility billing, or a related administrative function.
• Proficiency in the use of computer software applications, including Microsoft Office (Excel, Word, etc.)
• Organized and attentive to detail with the ability to multitask.
• Solid interpersonal skills – outgoing, positive and good communication.
• Ability to work on multiple projects simultaneously.

 

Knowledge, Skills, and Abilities:

• Strong organizational skills including attention to details, customer service capabilities, and the ability to effectively manage multiple priorities while maintaining accuracy and timely account records.
• Strong knowledge of customer account management, billing, past-due account processing, and collection support activities.
• Strong attention to detail with the ability to identify account discrepancies, missing information, and documentation errors.
• Ability to effectively manage and prioritize multiple accounts, deadlines, projects, and competing priorities.
• Strong written and verbal communication skills, with the ability to communicate professionally with customers, vendors, collection agencies, field personnel, and internal stakeholders.
• Ability to handle difficult or sensitive customer interactions professionally and appropriately.
• Ability to maintain accurate and confidential customer information.
• Ability to review and interpret reports and account information and take appropriate action based on established procedures.
• Ability to work independently while exercising sound judgment and knowing when to escalate issues.
• Strong problem-solving and decision-making skills.
• Ability to lead, coach, and hold employees accountable for performance and adherence to established procedures.
• Ability to work effectively in a deadline-driven environment.

 

Preferred Qualifications: 

• Minimum of 1 year of supervisory, lead position, or team coordination experience preferred.
• Experience working with customer accounts, financial records, billing information, or delinquent accounts preferred.
• Experience in utilities billing or customer information systems.
• Experience with passive collections, third-party collection agencies, or accounts receivable.
• Experience with service termination and restoration processes.
• Experience supervising or leading a customer service, billing, accounts receivable, or collections support team.
• Experience working with aged receivables and account reconciliation.

Benefits

• Competitive base pay + bonus
• Great benefits (medical, dental, vision, and more)
• Generous PTO policy, in addition to annual sick leave and volunteer time off (VTO)
• 10 company paid holidays
• 401(k) plan with 5% company match