Billing & Guest Services Specialist

Blackfoot Telephone Cooperative Inc•Missoula, MT

1d•$23 - $34•Onsite

About The Position

This position serves as the first point of contact for Blackfoot guests and walk-in customers, providing professional and welcoming customer experience. Responsibilities include answering incoming calls, greeting visitors, processing walk-in payments, and directing inquiries to the appropriate personnel. In addition to general customer service duties, the role supports billing accuracy, manages account-related issues such as credit balance transfers and misapplied payments, and performs general administrative and clerical tasks. This role also assists with the capital credit program and ensures data accuracy across customer and billing systems.

Requirements

Knowledge of company policies, procedures, products and services.
Systems knowledge and proficiency.
General office practices and procedures.
Time management and organizational skills.
Professional telephone skills.
Marketing and sales practices and principles.
Customer Service and Trouble Shooting skills.
Outlook proficiency as well as ability to build Outlook template responses.
Ability to gather statistical information, perform analysis, and report the information through various technical systems like (but not limited to) Microsoft Power BI and advanced Excel applications.
Typing speed of 45 + wpm.
Ability to operate various office equipment such as a computer, scanner/fax/copier, multiline phone, postage machine.
Ability to provide excellent customer service.
Ability to escort visitors to locations throughout the company.
Ability to think analytically and be a problem solver and resolve conflict.
Ability to communicate effectively, both in writing and in speaking, with customers, co-workers, and various business contacts in a courteous and professional manner.
Ability to work completely and accurately under time constraints and deadlines.
Ability to work in a fast pace environment and prioritize multiple work assignments.
Ability to work independently and ability to work effectively as part of a team.
Ability to work in a safe and effective manner.
High School diploma or equivalent.
Outlook proficiency.
General office experience.

Responsibilities

Greet customers and visitors, assist them, or direct them to staff as needed.
Answer incoming calls, respond to customer inquiries, and route calls appropriately. Work proactively to identify and suggest improvements to call routing through the ACD system to reduce unnecessary call volume to the front desk.
Accept and process walk-in and drive-up customer payments; provide daily reconciliation of cash transactions.
Provide support for EBill enrollment, auto pay setup, and online payment troubleshooting.
Support capital credit program questions and general billing inquiries.
Identify and resolve billing discrepancies and exceptions before customer impact.
Process credit balance transfers, resolve misapplied payments, and handle returned (NSF) payments.
Process E-Rate payments and maintain tax exempt certifications in accordance with policy.
Manage delinquency follow-up and payment arrangement options.
Perform regular data validation and cleanup across customer and billing systems.
Perform general administrative functions.
Perform other duties and responsibilities as required to fulfill job function or as assigned.