Recover Payment Specialist for a Pet Wellness Company at LTVplus

Requirements

At least 2 Years of Experience.

Software/platforms required: Shopify, Zendesk, Recharge

Preferred Specialist:

• High School Diploma or equivalent
• 2+ years in customer service (voice and non-voice), with at least 12 months in collections, sales, retention, or upselling in the past 2 years.
• Proven ability to win back customers
• Proficiency in CRM systems, ticketing tools, payment providers, and communication technologies.
• Accurate data entry and payment processing skills with fast and precise typing ability
• Exceptional verbal and written English communication, maintaining high-quality interaction across phone, chat, and email.
• Empathy, patience, and the ability to simplify complex information.
• A pleasant telephone personality and a commitment to resolving customer inquiries with excellent service
• A fast learner, critical thinker, problem solver, and able to handle outbound calls efficiently
• Skilled at multitasking, prioritizing tasks, and meeting deadlines in high-volume settings
  
  

Skills

• Empathy
• Outgoing personality
• Active listener
• Problem solver and critical thinker
• Time management/organized
• Able to remain calm, respectful, organized, and focused with dissatisfied or angry customers, refrain from opinionated answers, and recognize when additional help is needed to help find an appropriate solution
• Adaptability
  
  

Responsibilities

The specialist will be recovering failed payments via various channels and is expected to:

• Reach out to customers with failed payments via different channels (Calls and email) to update cards
• Reach out to churned customers to gather feedback on why they canceled
• Reach out to active users who have set their account to cancel at the end of the billing period to see what we can do to keep their business
• Keep track of their success and strategize with the team to improve their work
  
  

Nice to have

• Experience working with different helpdesk systems, Zendesk, Shopify, and Recharge.
• Background in collections or experience in winning back customers
• Background in sales
  
  

Working conditions

• Quiet, distraction-free environment
• Reliable computer/laptop with updated software
• Backup device, power source, and alternative internet connection
• Flexibility for different time zones
  
  

Responsibilities

Recover Payments is an LTVplus-powered business that focuses primarily on recovering payments from failed payments to assist its clients in reducing the churn caused by delinquency.

The specialist selected for this role will reach out to customers via phone calls, emails, or SMS to recover outstanding payments. The specialist is expected to strategize with the team lead and CSM to optimize processes to yield better results, capture information on churned or canceled accounts, and have it documented for client insight

If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad!

Who We Are: LTVplus – Your Global Remote Team

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

When you join LTVplus Your Mission will be to:

• Handle customer inquiries across email, chat, and social media like a pro.
• Be the voice of the brand, providing personalized and top-notch support.
• Collaborate with our awesome team to boost customer satisfaction and share insights.
• Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
• Adapt to different client needs – because every day is a new adventure!
  
  

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
• A quiet, cozy workspace to handle calls and chats like a pro.
  
  

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Your First 30-60-90 Days at LTVplus: What to Expect