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Billing Support Agent
2 months ago
Location: Remote
Overview:
The Customer Care Representative is a vital role within our Customer Care team, reporting directly to the Customer Care Manager. This position is designed to equip you with the necessary skills to effectively assist our customers and enhance their experience. Your responsibilities will include confirming appointments, ensuring service excellence, and guiding customers through their billing processes and online portal. This is a full-time position.
Key Responsibilities:
- Assist customers in navigating billing adjustments during service transitions, ensuring accuracy in account details, service plans, and associated costs.
- Efficiently resolve billing inquiries through various communication channels including phone, email, and chat.
- Educate customers on our billing cycle, auto payment options, paperless billing, and assist with their initial payment.
- Contact customers regarding outstanding balances to facilitate timely payments and maintain accurate account records.
- Handle collections in a respectful and professional manner.
- Complete installation tickets promptly to ensure billing and inventory accuracy.
- Support new customer onboarding by addressing inquiries and making necessary adjustments to billing or services.
- Utilize Excel, SONAR, and project management tools consistently.
- Review construction documentation in SONAR for new account setups.
- Collaborate with colleagues and leadership across departments to share insights and resolve customer issues effectively.
- High School diploma or equivalent.
- Strong understanding of internet and wireless technologies.
- Excellent analytical abilities with clear communication and documentation skills.
- Ability to learn new processes and develop proficiency in company systems and values.
- Willingness to work in a stationary position for extended hours, with flexibility for occasional evenings, weekends, and holidays.
- Other responsibilities as required to support our organizational vision and mission.
- Comprehensive medical, dental, and vision plans.
- Short-term disability coverage.
- Flexible spending accounts.
- Company-paid life insurance and optional policies.
- 401(k) plan with a generous company match.
- Paid time off and holidays.
- Career advancement opportunities.
- Discounted broadband services where applicable.
