Billing & Accounts Representative

Major Duties and Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Answer questions pertaining to billing inquiries, pricing and packaging of products and services, and service complaints.
• Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
• Respond to inbound sales calls promptly and efficiently, as outlined by the required call handling metrics, including productive time, schedule adherence, handle time, and after call work.
• Establish and maintain a high level of customer satisfaction, professionalism, and courtesy.
• Responsible for creating and developing long-term relationships with new and existing customers.
• Develop customer-centric solutions highlighting product benefits.
• Assess needs based on unique customer types and recommend appropriate solutions.
• Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone-based selling techniques.
• Maintain knowledge of all customer campaigns/pricing.
• Understand and explain to customers all products and services.
• Answer all customer product and service questions. Perform other duties as requested.

Required Qualifications

Required Skills/Abilities and Knowledge

• Ability to read, write, speak, and understand English
• Ability to respond to customer inquiries in a timely manner
• Quick thinker, likes challenges, goal-oriented, ambitious, determined, and self-confident
• Proven verbal, written, and interpersonal communication skills
• Ability to communicate in a clear, professional manner
• Multitask effectively
• Familiarity with billing systems (ICOMS/CSG)

Required Education

High school diploma or equivalent (required)

Required Related Work Experience and Number of Years

Sales experience preferably selling Voice, Data, and Video solutions - 1 year; Customer service, call center, and/or sales - 1 year

Working Conditions

Office environment; Variable hours; may include weekends, holidays, and split days off