Customer Support
About The Position
Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, offer solutions, and educate customers on payment options. Process service orders. Respond to service and rate questions as well as billing inquiries. Update and maintain customer Personally Identifiable Information (PII). Adhere to established policies, procedures and quality standards for work performed. Report service disruptions (i.e., system outages and technical issues). Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. Clearly document all customer interactions. Accountable for consistently meeting individual performance metrics including call handling and call quality expectations.
Requirements
- Must have 4+ years of customer service experience (call center, phone related, or customer facing experience)
- Experience with or ability to take inbound phone calls
- Must be able to work in an 24/7 working environment, where shifts change due to business needs and seasons
- Must be able to work required overtime and fulfill on-call obligations
Responsibilities
- Answer complex credit and billing inquiries
- Investigate high bills
- Analyze customer credit status
- Quote amount due
- Offer solutions
- Educate customers on payment options
- Process service orders
- Respond to service and rate questions
- Respond to billing inquiries
- Update and maintain customer Personally Identifiable Information (PII)
- Adhere to established policies, procedures and quality standards for work performed
- Report service disruptions (i.e., system outages and technical issues)
- Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
- Clearly document all customer interactions
- Accountable for consistently meeting individual performance metrics including call handling and call quality expectations
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
