Account Retention Specialists - Bilingual is a PLUS! at MAJIK Enterprises International Inc. – Lancaster, Pennsylvania

Join a Winning Team!

Proudly recognized as one of the Best Places to Work in PA for 2022, 2023, 2024 AND 2025 we’re committed to creating an environment where our employees thrive and grow.

Are you passionate about helping people, solving problems, and creating win-win outcomes? At Majik, we’re looking for a driven and customer-focused Account Retention Specialist to join our team. In this role, you'll be the frontline advocate for supporting customers with their rental accounts—combining empathy, professionalism, and strategic problem-solving to build strong relationships and reduce delinquencies.

If you're ready to take ownership, deliver results, and be part of a company that lives its values we want to hear from you!

Bilingual candidates may qualify for additional pay based on role requirements and proficiency.

What We Offer:

• Generous Paid Time Off and Holiday Schedule
• Monthly Profit-Sharing Bonus
• Comprehensive Low-Cost Medical, Dental and Vision401(k) with Company Match
• Exclusive Employee Discounts
• Loyalty Rewards Program

Our Core Values:

• “We Serve Others”
  We are passionate about what we do, why we do it, and who we do it for. We are committed to improving the lives of all employees, customers, and business partners, helping them achieve their personal and professional goals. We create meaningful experiences for our employees and customers.
• “We Do What It Takes”
  Continuous improvement is our mindset, and we believe that creativity and innovation is everyone’s responsibility. We find ways to say “Yes” by offering “win-win” options that benefit all employees, customers and business partners.
• “We Own It”
  We are responsible for our actions, and we own our results both positive and negative. We provide open and honest feedback and learn from our experiences, always looking to improve our current situation.

Responsibilities:

• Execute all account retention activities in alignment with established best practices and defined timelines.
• Analyze customer payment histories and identify appropriate resolution strategies for expired or delinquent accounts.
• Maintain accurate and timely documentation of all customer interactions, account updates, and record retention tasks in compliance with company standards.
• Maintain professional, proactive communication with customers, landlords, and references via multiple channels, ensuring contact information is accurate and up to date.
• Support on-time payments by confirming due dates, collecting and processing field and in-store payments accurately, and managing cash transactions per company policies
• Prepare and verify daily field stop lists and verify all information before field visits.
• Maintain real-time communication with the store while in the field using approved devices.
• Demonstrate professionalism in high-pressure or sensitive situations.
• Safeguard the confidentiality of all customer account information.
• Resolve customer concerns with empathy and professionalism, support loyalty program claims, and strive to exceed retention and satisfaction goals.
• Achieve performance benchmarks for collections and field visit effectiveness
• Adhere to all company policies and procedures related to payment collection, inventory control, and customer service.
• Comply with Fair Debt Collection Practices and all applicable regulations.
• Ensure all returned merchandise is properly refurbished by company standards.
• Support cross-functional duties as needed in sales, operations, and customer support.
• Perform other duties as assigned.

Hours:

A maximum of 40 hours per week is required, following a standard 5-day workweek, with any overtime subject to District Manager approval. Operating hours are Monday-Friday (10 AM - 7 PM) and Saturday(required) 10 AM - 6 PM, with stores closed on Sundays. Individual schedules may vary based on business needs, and adherence to assigned schedules is expected. Any scheduling concerns must be communicated to the manager at least 30 days in advance for consideration.

• High School Diploma or GED required.
• One (1) year of experience in retail or a customer-focused role involving collections, account maintenance, service, or related duties preferred.
• Completion of New Hire Orientation and all required internal training.
• Excellent written and verbal communication skills, including active listening and conflict resolution, to support clear and professional interactions with customers and team members
• Strong organizational skills and basic computer proficiency to manage tasks, maintain accurate records, and process transactions efficiently
• Results-driven, self-motivated, and receptive to coaching and feedback.
• Ability to understand, follow, and explain account retention processes effectively.
• Basic proficiency in English, both verbal and written, is required to perform essential job duties such as reading work instructions, communicating with team members and customers, and completing documentation accurately.
• Must possess a valid driver’s license with a motor vehicle record that is insurable by our provider and be willing to travel regularly for customer visits.
• Ability to safely lift, move, and carry up to 25 pounds independently, and to handle heavier items with team assistance or by using appropriate safety equipment such as appliance carts, furniture dollies, forklift straps, or furniture sliders.
• While Blue Ocean Brands does not conduct pre-employment or routine drug testing, we reserve the right to require drug or alcohol testing at any time, including but not limited to situations involving reasonable suspicion, workplace accidents, or as required by law.