Collections Lead (Sole Contributor) for an HVAC Company

<h3>Collections Lead (Sole Contributor) for an HVAC Company (US Hours)</h3><p><strong>Location:</strong> Remote (US business hours)<br> <strong>Department:</strong> Finance / A/R<br> <strong>Reports to:</strong> CFO<br> <strong>Tools:</strong> RingCentral (primary dialer)</p><h3>About the Role</h3><p>We’re seeking a <strong>Collections Lead (Sole Contributor)</strong> to own our end‑to‑end collections effort for service and installation invoices. This is a hands‑on, call‑heavy role (minimum <strong>50+ outbound calls/day</strong>) where the primary objective is <strong>to collect outstanding invoices</strong> while providing excellent customer service and spotting light upsell opportunities (e.g., maintenance plans, extended warranties).</p><p>You will operate independently, build and execute the collections strategy, and present performance, insights, and next steps directly to the CFO.</p><p></p><h3>What You’ll Do</h3><ul> <li> <strong>Call Execution (Primary):</strong> </li> <ul> <li> Make <strong>50+ outbound calls/day</strong> via RingCentral; maintain high right‑party contact (RPC) and promise‑to‑pay (PTP) conversion. </li> <li> Negotiate payments, payment plans, and settlements; secure same‑day collections when possible. </li> <li> Handle objections and resolve disputes (short‑pays, missing POs, warranty/return questions, service quality issues). </li> </ul> <li> <strong>Collections Strategy &amp; Ownership:</strong> </li> <ul> <li> Own the A/R aging pipeline (30/60/90+), prioritize accounts, and drive a disciplined dunning cadence (calls/SMS/email/letters). </li> <li> Escalate appropriately (credit holds, lien/notice options where applicable, small‑claims recommendations). </li> <li> Build weekly/monthly plans to hit cash targets and reduce DSO; present strategy and results to the <strong>CFO</strong>. </li> </ul> <li> <strong>Customer Service &amp; Upsell (Secondary):</strong> </li> <ul><li> Provide friendly, solutions‑oriented service; identify and close or hand off simple upsells (maintenance agreements, filter replacements, service plans) without distracting from collection goals. </li></ul> <li> <strong>Cross‑Functional Coordination:</strong> </li> <ul> <li> Partner with Dispatch/Service, Install, and Accounting to resolve ticket discrepancies, missing work orders, and billing errors. </li> <li> Document every interaction with precise call dispositions, notes, and next actions. </li> </ul> <li> <strong>Reporting &amp; Compliance:</strong> </li> <ul> <li> Produce concise daily/weekly dashboards and a month‑end CFO summary (cash collected vs target, PT P conversion, aging movement, root causes). </li> <li> Follow applicable laws and company policies (e.g., consent/TCPA considerations, state collection rules for any consumer accounts). </li> </ul> </ul><p></p><h3>Success Metrics (KPIs)</h3><ul> <li> <strong>Primary KPI:</strong> <strong>Monthly Cash Collections vs Target</strong> (hit or exceed target consistently). </li> <li> Supporting indicators: </li> <ul> <li> <strong>50+ calls/day</strong> with strong talk time and RPC rate </li> <li> <strong>PTP conversion</strong> and <strong>PTP kept</strong> rates </li> <li> <strong>Aging reduction</strong> (60+/90+ buckets) &amp; <strong>DSO improvement</strong> </li> <li> <strong>Dispute cycle time</strong> (opened → resolved) </li> <li> Call quality and documentation completeness </li> </ul> </ul><p></p><h3>What You’ll Bring</h3><ul> <li> <strong>Voice &amp; Communication:</strong> Clear, <strong>neutral American accent</strong>; confident phone presence; empathetic yet firm negotiation style. </li> <li> <strong>Collections Expertise:</strong> Fluent in collections terminology and levers (A/R aging, DSO, RPC/PTP, dunning cadence, payment plans, short‑pay, credit memos, chargebacks/disputes, settlements, escalations, lien/notice options where applicable). </li> <li> <strong>HVAC/Field Service Context (nice to have):</strong> Familiar with service tickets, work orders, POs, install vs service billing, warranty/recall workflows. </li> <li> <strong>Objection Handling:</strong> Proven track record turning “can’t pay” into commitments; calm under pressure; de‑escalation skills. </li> <li> <strong>Ownership &amp; Independence:</strong> Thrives with minimal supervision; self‑manages priorities to the daily cash goal. </li> <li> <strong>Executive Readouts:</strong> Ability to build concise slides and present strategy, performance, and root‑cause actions to a CFO. </li> <li> <strong>Tools:</strong> Proficient with <strong>RingCentral</strong> (queues, call recordings, dispositions, click‑to‑dial); CRM/ERP or field‑service systems (e.g., ServiceTitan/Housecall Pro/QuickBooks or similar) a plus. </li> <li> <strong>Experience:</strong> 3–5+ years in high‑volume B2C/B2B collections; HVAC, trades, construction, or home‑services industry preferred. </li> <li> <strong>Availability:</strong> Works U.S. time zones; reliable connectivity for uninterrupted calling. </li> </ul>