Address Location: This resource can be located in Westborough, MA , Westford, MA, Warrington, PA or Charlotte, NC. The resource will be required to be on-site 4 days per week, with Friday being the WFH day. There is not a fully remote option. There are no approved expenses for this role.
*Please note that OT is not approved for this role.
*Please note that the official title for this role is Fiber Billing Help Desk. This is a little different that the Credit and Collections role. We are looking for candidates with billing call center experience, candidates with ticketing system experience, candidates that have experience with mostly inbound calls and emails. Some outbound calls are required as well. The volume is around 10-15 calls/emails per day. Please make sure your candidate has an updated resume with these details on the resume. ServiceNow is the ticketing platform and desired, along with Oracle.
The Fiber Billing Help Desk team at *** promotes loyalty initiatives by handling customer inquiries and helping resolve customer issues. This includes coordinating communication across all relevant internal departments to educate customers, provide resources to customers and improve internal customer databases to deliver a consistently great customer experience.
This person will engage with customers and internal staff in a positive manner and perform primary functions including but not limited to:
• Professionally and effectively handling by phone and email contact.
• Researching and resolving inquiries using online applications and legacy systems and making outbound phone and email contact
• Adhering to quality standards, including company procedures, policies and legal requirements.
• Participating in individual and team coaching sessions and proactively providing and receiving feedback.
• Managing customer contact databases to support billing and client service functions
• Completing ad hoc projects and related deliverables, as assigned.
• Handle objections into a commitment to pay.
Education and Requirements
• One to two years customer service experience in an office environment (previous Call Center experience preferred).
• Three to five years previous collections experience within an Accounting environment (previous high-tech experience preferred).
• Experience in a multi-functional role and using multi-company accounting software package – Oracle and ServiceNow Preferred
• 4 year college degree preferred, in Accounting, Business or equivalent experience.
• Complete use and functionality of the Microsoft 2010 Office product suite.
