Customer Care Specialist

Summary:

Responsible to provide a Superior customer experience through all channels of customer interaction from inbound and outbound calls, multimedia and face-to-face interaction. Must be able to understand GVTC’s products and services, billing statements and order fulfillment systems. Must be able to take payments, make payment arrangements, handle outbound collection calls and will be expected to perform all department operations at a high level while meeting department performance metrics.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

Customer Service Phone and Walk-in

· Handles all customer contact in reference to accounts receivable, billing and general customer service inquires.

· Responsible for informing customers on systems policies on payment for services rendered according to PUC, Red Flag and PCI rules and regulations.

· Responsible for accepting all accounts receivable monies, making deposits and posting data of all records.

· Handles customer inquiries on general account information, questions about their bill, products, services, ebilling, processes automatic payments, and maintains all ebilling functions and reporting.

· Handle customer request to reconnect services from non-pay suspend status.

· Provide customer with account audit as requested.

· Assist customers in registration of online account

· Handles customer inquiries on online self-service functions such as viewing statements, payments, alerts and notifications, etc.

· Handles customer inquiries regarding Capital Credit allocations and refunds.

· Make payment arrangements with customers in accordance to department policies.

· Meet expected service levels on inbound calls.

· Meet department goals, standards, and call handling expectations.

· Demonstrate extensive knowledge and proficiency in all products and services

· Is able to develop creative solutions to challenging problems

· Provide effective and timely resolution for all customer inquiries, striving for one-call resolution

· Provide customer follow-up and ensure retention

· Service order entry for residential and business accounts including changes to existing service, plan changes, general requests and requests for disconnects.

· Ability to multi-task; simultaneously thinks, talks, and types

Collections

· Make outbound collection calls to customers with past due balances.

· Meet success rate collection goals.

· Follow and comply with all FDCPA rules and regulations.

General

· Adheres to company policies and procedures including

· Meets team member expectations by providing service and department teamwork:

· Provides added value to our service by displaying excellent customer service

· Demonstrates teamwork by cooperating and assisting co-workers as needed

· Communicates effectively with customers, co-workers and management

· Performs other duties as required to provide excellent service and teamwork

· Writes and files correspondence as required.

· Miscellaneous duties as required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: High School Diploma or General Education Degree (GED) required; some college preferred. Minimum of one year accounts receivable, collections, call center and/or customer service experience required. Telecommunications experience preferred. Must have FDCPA certification or required to pass certification course.

Language Ability: Ability to read, write and comprehend instructions and correspondence. Understands proper methods of letter composition.

Reasoning Ability: Ability to deal with and solve problems using solid judgment skills.

Technical Skills: Basic PC and keyboarding skills required. Experience with CommVergence, Excel, and Word preferred.

Professional Appearance: Employees will professionally represent GVTC by adhering to GVTC’s Attire and Grooming Policy.

Supervisory Responsibilities: None

Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, you must be able to sit for extended periods of time and communicate with callers through the use of a headset.

You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination.

Job Type: Full-time

Pay: $19.00 - $25.75 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Work Location: In person