Billing and Customer Service Representative
Company: Blue Mountain Networks
Industry: Telecommunications (Internet and Phone Provider)
Hourly Rate: $21-$24/hour
Job Type: Full-Time
About Us: Blue Mountain Networks is seeking dedicated, caring individuals with diverse experiences, perspectives, and cultures to provide exceptional customer service and billing support. The Customer Service team members from multiple departments work together to provide a concierge-level experience to BMN customers. In this role, you will need the ability to anticipate customer needs and questions and implement solid solutions derived from multiple information sources to meet and exceed customer service objectives and communicate accurate information.
When you join Blue Mountain Networks, you'll find numerous opportunities to stretch your talents, strive for new ideas, and succeed professionally. Not only will you be working with a leader in the rural and independent broadband industry, but you will also work in a dynamic, team environment alongside other energized, talented individuals who inspire their teammates. Plus, you'll have the resources and training needed to succeed.
Job Summary: As a Billing and Customer Service Representative at Blue Mountain Networks, you will be the point of contact for our customers with billing questions, collaborating with other customer service team members to achieve resolution for customer issues. This role demands a balance of excellent communication skills, and a deep understanding of our products, services, and billing practices. Attention to detail, the ability to correctly identify and address customer issues to a successful close, communication, and a positive and professional attitude are extremely important in this customer-facing role.
Key Responsibilities:
- Respond in a timely manner to customer billing inquiries via phone, email, and live chat.
- Update customer information in the customer database during and after each call.
- Manage and resolve customer inquiries and complaints regarding billing issues.
- Stay updated on services, pricing, and promotions.
- Stay updated on all company policies that affect customers.
- Check data input in billing software to ensure accuracy of customers’ bills.
- Process payments and apply non-recurring fees.
- Process cancellations.
- Handle disconnects and reconnects of services of customers with overdue accounts.
- Perform collection functions on delinquent accounts.
- Anticipate problems and opportunities and provide options and resolutions for customers with a sense of urgency, always striving for one-call resolution, and collaborating with other customer service team members as needed.
Qualifications:
- High school diploma or equivalent.
- Excellent verbal and written communication skills, with strong phone contact handling skills.
- Ability to adapt/respond to different types of individuals in a positive manner.
- Customer service and billing experience.
- A strong understanding of how to read customers’ account transactions, debits, and credits.
- Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
- Ability to interface effectively with each level of the organization in a professional manner.
- Dependability and reliability.
- Ability to prioritize and manage time effectively, meeting deadlines.
- Strong computer skills, ability to type quickly and accurately, navigating multiple screens.
- Familiarity with CRM systems and practices is a plus.
- Familiarity with the broadband, telecommunications, and technology markets is a plus.
- Bilingual preferred (Spanish-speaking)
What We Offer:
- Competitive hourly pay and benefits package.
- Opportunities for professional development and career growth.
- A dynamic and supportive work environment.
Benefits:
- 401k
- 401k Matching
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Paid Time Off
- Paid Sick Time
Blue Mountain Networks LLC is an equal-opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.