Customer Service Representative

Atlantech Online • Silver Spring, MD

24d • Onsite

About The Position

Atlantech Online, Inc. is seeking a full-time Customer Service Representative (CSR) to join their team in Silver Spring, MD. This role involves being the primary point of contact for customer assistance, communicating via phone, email, and a ticketing system. The CSR will handle inquiries about services, billing, and contracts, contact customers regarding past due payments, and assist other departments with customer-impacting issues. Responsibilities also include opening/closing accounts in the billing system, calculating credits and charges, maintaining inventory, and escalating high-priority issues. The company is a public utility providing fiber, telephone, and data center services to businesses and government organizations, known for its reputable service in the Washington DC metro area. They foster a technology-focused, collaborative, and comfortable business-casual culture where all viewpoints are valued.

Requirements

• High school diploma or equivalent
• 1+ years of customer service experience working in a corporate, B2B environment
• Experience using Microsoft Word, Excel, and Outlook
• Ability to establish and maintain professional relationships with clients and co-workers
• Ability to stay calm and demonstrate patience when answering questions or resolving issues for customers
• Excellent math skills and ability to run calculations quickly and accurately
• Excellent listening skills
• Currently reside in the Washington, D.C. metro area
• Being fully vaccinated against COVID-19 is a requirement. Reasonable accommodations may be available for those with documented (i) medical disabilities or (ii) sincerely-held religious beliefs.

Nice To Haves

• Experience working in a business-to-business (B2B) environment
• Enjoy being collaborative and innovative
• Excellent verbal and written communication skills
• Ability to keep up in a fast-paced environment and complete all work in a timely manner
• Team player
• Maintain a friendly and patient attitude
• Detail-oriented

Responsibilities

• Communicate with customers by phone, email, and the company's ticketing system.
• Contact customers regarding past due payments.
• Answer questions related to services, billing, and contracts.
• Assist other departments with questions or issues that impact customers.
• Provide timely responses through the service ticketing system.
• Open or close accounts in the company's billing system.
• Calculate appropriate credits and charges.
• Maintain inventory to ensure company supplies and materials are well-stocked.
• Escalate high-priority issues to senior management in a timely manner.

Benefits

• Medical
• Dental
• Vision
• Mileage reimbursement
• Paid parking
• Generous paid vacation time
• Sick leave
• Advancement opportunities
• Continual support

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED