Automotive Recovery Specialist

Job Description

Job Description

Automotive Recovery Specialist (Field Collections / Tire & Wheel Recovery)RNR Tire Express - Midwest is proud to provide our customers with affordable wheels and tires. Our customers choose us for our unmatched service, large in-stock inventory, flexibility, pre-approval, extra services, and convenient locations. We're a trusted solution for customers looking for new or pre-owned products from today's top brands, and after a decade of service thousands of happy clients, we're looking for a client retention specialist to help us get to the next level. We're looking for an Automotive Recovery Specialist to work directly with customers whose accounts have become past due and who we have been unable to reach through our normal collection efforts. What You'll DoThis is a hands-on, field-based position - not a traditional phone collections role. As an Automotive Recovery Specialist, you'll spend much of your day traveling to customers' homes and other approved locations to make face-to-face contact on past-due accounts. Your first goal is always to work with the customer. You'll talk through the account, collect payment when possible, and help identify a realistic solution that allows the customer to bring their account current and continue toward ownership.Most visits are resolved through communication and payment arrangements. However, when an account cannot be resolved, this position may also require the physical recovery of RNR merchandise. Because our merchandise is installed on customers' vehicles, that can mean safely removing RNR wheels and tires from cars and trucks in the field and returning the merchandise to the store. This role is a great fit for someone who is comfortable working independently, communicating with customers face-to-face, handling difficult conversations professionally, and isn't afraid of hands-on automotive work when necessary.Job ResponsibilitiesTravel throughout an assigned area to personally visit customers with seriously past-due accounts when normal phone and store collection efforts have been unsuccessful.Make professional, respectful face-to-face contact with customers at their homes or other approved locations.Work with customers to collect past-due payments and identify solutions that can bring their accounts back into good standing.Clearly explain account status, payment expectations, available options, and the benefits of continuing toward ownership.Document customer contact, payments, arrangements, account updates, and field activity accurately and promptly.Verify and update customer contact and account information when necessary.When an account cannot be resolved, assist with the recovery of company-owned wheels, tires, and related merchandise in accordance with company procedures and applicable requirements.Safely remove wheels and tires from cars, trucks, and SUVs in field conditions when recovery is required.Safely transport recovered merchandise back to the appropriate RNR location.Maintain company tools, equipment, and vehicle used for field activity.Communicate regularly with store and collection teams regarding customer contact, account resolutions, and recovery activity.Maintain professionalism and good judgment during difficult or potentially uncomfortable customer interactions.Follow all company safety, customer-service, collection, and field-recovery procedures.Assist the store team with other automotive, customer-service, or operational needs when necessary.What We're Looking ForPrevious collections or rent-to-own experience is helpful, but not required - we'll train the right person.We're looking for someone who:Is comfortable spending the majority of the workday in the field and working independently.Is comfortable knocking on doors and having direct conversations about past-due accounts.Can remain professional, calm, and respectful when dealing with difficult or frustrated customers.Has strong communication, negotiation, and problem-solving skills.Is mechanically inclined and comfortable performing hands-on automotive work.Is physically capable of removing, lifting, loading, and transporting automotive wheels and tires.Is comfortable working outdoors and in varying weather and field conditions.Can safely use jacks, hand tools, impact tools, and other equipment necessary for wheel and tire removal.Has a valid driver's license and maintains a driving record that meets company standards.Can work independently while following established company policies and procedures.Automotive, tire shop, roadside service, field service, collections, delivery, rent-to-own, or similar experience is a plus.Benefits Package:We're dedicated to ensuring our employees achieve their career goals. We're committed to the success of our team members and offer opportunities for both personal and professional growth. The pay range we're offering is competitive and includes opportunities for you to maximize your earning potential through bonuses (monthly), certified training / professional development programs, and other performance incentives. Our client retention specialists do a lot for us, which is why we give so much in return. We offer multiple affordable medical plans to choose from, dental, vision, life / accidental death / dismemberment policy options, voluntary life, voluntary disability, accident insurance, critical illness insurance, tuition reimbursement, fitness benefit, and a 401(k) (with company match). We'll also shower you with perks, including: Attire: Our online store has lots of affordable RNR Gear to keep you in style and professional without breaking the bank. Employee Purchase Program: Out of this world savings on products and services at any of our RNR or Rent One (furniture / appliances) locations. On-The-Job and Professional Development Training Programs: We like to meet employees where they're at, then help them build a career they can be proud of while doing the type of work that they love. Regardless of where you are in your career, we have programs that will take you to the next level. Job Requirements: Previous rent-to-own experience is desirable, but not necessary. We train!Customer service, sales, call center, or collections experience in a retail environment preferred, but not required. We train!Must have a valid driver's license and maintain a driving record that complies with organizational standards. Job Responsibilities:Contact clients via phone and serve as the primary contact between the client and the company. Set daily collection goals and verify and maintain accuracy of customer information. Reviewing sales rental orders for compliance and approval. Manage past due accounts including working with clients to get their accounts in good standing with a program they can afford and that will help get them to ownership. Act as a customer liaison who resells the benefits for a timely rental / lease agreement renewal payments. Assist other co-workers in the store during times of peak activity, absences, and planned time off.  At RNR Tire Express - Midwest, EVERYONE is important- our clients, our communities and our co-workers. We're especially dedicated to helping our employees achieve their aspirations, and we continue to cultivate a workplace culture rich with opportunities for professional and personal growth. A healthy work-life balance isn't just possible at RNR Tire Express - Midwest, it's promised. Working with us is a great job but an even better career! Why Should You Apply?Our ScheduleClosed Sundays, close on Saturday at 5 p.m. and close on weekdays at 6 p.m.Career TrackWe'd love to help you write your success story and provide you with all the resources necessary to take your skillsets to the next level.Affordable and Comprehensive Benefits PackageMedical, dental, vision and life insurance programs as well as life insurance, short/long term disability, critical illness and accident coverage. Not to mention paid time off like holidays and vacation!Certified TrainingStructured on-the-job training that includes a 12-day remote training class for every new hire. There are also five types of certifications offered all designed to guide our employees to the top!401KInvest in your future by participating in our 401k program. Rent One will match 30% of your first 5% and 40% of your next 5%!Reimbursement for Education & Gym MembershipsReceive up to $200 for any work-related education classes you wish to take outside of Rent One. We'll also reimburse up to $200 per year for gym memberships whether it's a traditional gym, kickboxing, CrossFit, or another fitness facility.Alternative Job Titles: Customer Service, Sales Representative, Sales Associate, Account Representative, Collection Specialist, Cashier/Clerk, RetailMust comply with drug-free workplace program and pass pre-employment drug screen and background checks.