Customer Response Representative

Great Plains Communications LLC; Sunman (IN); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Career growth

Work-life balance

Wellness program

Job summary

Great Plains Communications LLC is hiring a Customer Response Representative in the United States. The role involves processing customer service requests, handling billing questions, payments, and documenting customer interactions using NISC software.

The rep promotes and sells products, maintains product knowledge, and supports various specialized customer service functions. The candidate will communicate confidently with customers, audit service orders, verify data accuracy, handle payments,

Qualifications

• Clear, professional business communication (verbal and written).
• Strong customer-relations skills and ability to upsell/cross-sell.
• Experience with inbound/outbound sales is a plus.
• Proficiency with Microsoft Word, Excel, Outlook.

Responsibilities

• Handle customer calls and inquiries, document interactions accurately.
• Input service orders into software and verify data accuracy.
• Explain billing statements and government fees.
• Process payments and set up payment arrangements.
• Support E-Bill sign-up steps and customer education.

Skills

Customer relations

Sales skills

Office software

Business writing

10-key calculator

Attention to detail

Tools

MS Word

MS Excel

MS Outlook

Job description

It’s fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Connect communities. Create opportunities. Grow your career. At Rightfiber, we're bringing the power of fiber technology to the communities we serve while creating meaningful opportunities for our employees to learn, grow, and make an impact. Join a team that's committed to innovation, exceptional service, and building stronger connections for customers, communities, and each other.

CUSTOMER RESPONSE REPRESENTATIVE

About the Role

This position will process customer service and/or trouble requests, answer billing questions, process payments, and document customer interactions, using knowledge of NISC software system. Promotes and sells products and services on customer contacts. Maintains strong knowledge of all products and services offered by GPC. Communicates confidently with customers. Performs non-pay disconnect process and understands and supports specialized customer service functions, including EDE, NTAP, CLEC, LNP, After Hours, and ETI. Supports Customer Response Center expectations, policies, and guidelines.

What You’ll Do

• Communicates with customers on the telephone, electronically, or face-to-face, using excellent customer relations skills.
• Obtains complete service order information from customer inputting directly into computer software system.
• Audits twice daily for pending service orders to expedite their completion.
• Verifies data is correct before closing service order, using strong proofing skills.
• Investigates possible indebtedness as needed.
• Inputs all customer inquiries, complaints, and comments into contact tracking.
• Utilizes C&C codes with a minimum of 99% accuracy.
• Explains monthly billing statement, including governmental fees and taxes.
• Retrieves information from the billing system in a timely manner.
• Retrieves archived customer data from Inter-Active XL in a timely manner.
• Thoroughly explains pro-rated charges or credits.
• Processes all customer payment types following all requirements.
• Issues credit through A/R adjustment screen.
• Manually calculates fractional charges or credits as needed.
• Establishes payment arrangement as agreed upon by customer.
• Communicates and supports assessed late fee.
• Process unbillable toll within 24 hours of receipt
• Assists customers with E-Bill sign up steps.
• Communicates in a positive and proactive manner.
• Other duties as assigned by supervisor.

Preferred Qualifications

• Business communication skills – both verbal and written
• Customer relations skills
• Strong sales skills (Inbound & Outbound)
• Strong computer skills – Microsoft Word, Microsoft Excel, Microsoft Outlook
• Ability to create business letters
• 10-key calculator skills
• Attention to detail
• Ability to handle multiple job functions daily
• Ability to up-sell/cross-sell daily
• 3 years customer service experience
• 2-3 years customer sales experience

Why Rightfiber?

We believe our people are the foundation of our success. That's why we're committed to providing an environment where employees can build rewarding careers while making a meaningful impact.

What You’ll Find Here

• Competitive pay and comprehensive benefits
• Professional development and career growth opportunities
• A collaborative, supportive team environment
• Meaningful work that impacts customers and communities
• A culture built on accountability, innovation, service, and respect
• Opportunities to work with talented colleagues across a growing organization

At Great Plains Communications, we're not just building advanced technology networks, we're building futures. Whether you’re in an urban hub or a rural community, you’ll find opportunity here. We believe in empowering our employees, encouraging innovation, and promoting from within. Your ideas are heard. Your growth is supported. And your work has a real impact on our customers and the communities we serve. We’re hiring across the company in a variety of roles. Discover where your skills can take you and grow with us. Explore our openings and apply today. Your future starts here.

Why Join Us?

• Competitive compensation and comprehensive benefits
• Real opportunities for advancement and career growth
• A wide variety of roles across multiple departments and service areas
• Focus on work-life balance
• A collaborative, team-oriented culture
• An award-winning wellness program that supports your health and well-being