Position Overview
We are looking for a Customer Service Representative who enjoys working with people to build connections with and help our potential and existing customers. You will be providing exceptional customer service at all times while establishing rapport and communicating with our customers via phone, email or social media. You will be the primary contact for customers interested in services that we offer and will be responsible for setting appointments for our sales team while performing other general office administrative duties.
An excellent Customer Service Representative must be able to create great first impression and WOW customers over the phone or email by following procedures. The ideal candidate will have effective listening and communication skills, as well as a desire to learn about our industry. The goal is to provide unforgettable customer service to create long lasting memories and relationships.
Description of Duties
- Manage and convert inbound call lead opportunities into scheduled sales appointments
- Make outbound calls
- Contribute to team effort by accomplishing related results
- Record details of customer contacts and actions taken
- Request and manage customer reviews
- Provide exceptional customer support and make every interaction a positive one
- Perform general office administrative duties
- Customer service experience is preferred, but not necessary/required
- Effective listening skills
- Excellent written and verbal communication skills
- Upbeat, positive attitude
- Ability to multi-task and adapt to changes quickly
- A Work Together approach with open communication, excellence in service, integrity and accountability
- Build trust by working as a team member, as well as independently, with minimal supervision
- Strong organizational and planning skills with ability to prioritize
- Advanced Microsoft Word and Excel knowledge
- Able to work on Saturdays (half day)
- Answer a high volume of incoming calls to billing department.
- Process operations cases and activate subscriptions.
- Process cancellation cases including removing or cancelling subscriptions per cancellation requests and performing final billing.
- Process upgrade/downgrade cases.
- Run Bill runs and Payment runs daily. Print and email all invoices as applicable.
- Post checks and deposit daily, including remote deposit and verification of totals.
- Take cash deposits to the bank as needed.
- Generate unapplied credit memo and unapplied payment reports and apply as needed prior to collections processing.
- Run aging report and place calls to customers regarding past due accounts.
- Create payment arrangements with past-due customers, including creating payment arrangement cases.
- Process shutdowns with re-connect fees, disable IP and suspend subscription.
- Process pre-collection and final notices as necessary.
- Prepare assignment paperwork for unresolved past due accounts to be sent to the collections agency.
- Update customer contact information (names, phone numbers, email, billing address) when needed.
- Provide for accurate filing of billing paperwork.
Required Knowledge, Skills and Abilities:
- High School Education or comparable knowledge and experience.
- 3 years of experience in billing, preferably subscription billing.
- Knowledge of accounting and compliance requirements.
- Advanced skill in communicating orally and in writing.
- Intermediate skills in accounting processes.
- Self-starter who takes ownership and responsibility for timely reporting, projects, and initiatives.
- Must be process-oriented, with the ability to work on multiple projects in a rapid-paced environment.
- Demonstrated attention to detail.