Customer Service Representative

Job Description

Job Description

We are hiring! Come and join our Customer Service Team!

The Customer Service Representative provides responsive, accurate account support to customers throughout the their lease-to-own account lifecycles. This role handles inbound questions by phone, email, and text; completes proactive welcome outreach for new customers; explains payment options, due dates, and contract terms; and supports early-stage collections through professional payment follow-up. High performers combine clear communication, initiative, high standards, teamwork, and a customer-focused approach to resolve routine needs efficiently while building strong working knowledge of company systems, products, contracts, and account processes.

Primary Responsibilities

• Deliver responsive, accurate, and professional customer support through inbound phone calls, email, and text, resolving questions related to account status, payment methods, due dates, and contract terms.
• Proactively complete outbound welcome calls for new customers, clearly explaining key account information and payment expectations to create a smooth, well-informed onboarding experience.
• Support early-stage collections for accounts 1-29 days past due through respectful, solution-oriented inbound and outbound contact, obtaining payments and helping maintain delinquency within established company targets.
• Process customer correspondence, including returned and outbound mail, accurately and promptly to support timely account servicing and follow-up.
• Develop strong working knowledge of company systems, products, contracts, and the full account lifecycle, applying that knowledge to answer routine questions confidently and serve as a reliable customer service resource.
• Collaborate closely with the Collections team, demonstrating initiative, strong follow-through, and a customer-first mindset when resolving account questions and supporting past-due account management.

Qualifications and Experience

• High school diploma or GED required.
• Professional Spanish proficiency is preferred but not required. Bilingual employees may assist Spanish-speaking customers with complex account inquiries, payment arrangements, technical troubleshooting, and collection-related discussions.
• Previous customer service or related customer-facing experience required; call center experience preferred.
• Strong verbal and written communication skills, including active listening and the ability to explain account and payment information clearly.
• Strong attention to detail and high standards for accuracy, follow-through, and service quality.
• Comfort learning and working across phone systems, computers, software applications, and other technology used to support customer accounts.
• Demonstrated initiative, teamwork, and customer focus, including the ability to remain professional and helpful while addressing payment-related questions.

RTO National Employee Benefits:

• Monthly Bonus Potential
• Hybrid Scheduling Potential
• An Engaged Leadership Team
• Hands-On Training
• Paid Time Off & Paid Holidays
• Employee Assistance Program
• Medical, Dental, Vision, Disability, and Employer Provided Life Insurance
• Health Savings Account Eligibility
• 401(k) Plan with a Safe Harbor Match

Please visit our website for more information about our company!

RTO National is an equal opportunity employer committed to creating a diverse workforce. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, pregnancy, gender identity, national origin, age, disability, genetic information, marital status, service member status, amnesty or status as a covered veteran, or any other protected classification under applicable federal, state, and local laws.

This position is subject to a background check and drug screening. Only job-related convictions will be considered and will not automatically disqualify the candidates.