Customer Response Representative

Great Plains Communications; Sunman (IN); On-site; USD 21,000 - 28,000; Full time

Job summary

Rightfiber in Sunman, IN is seeking a Customer Response Representative to process service orders, handle billing questions, and assist customers across phone, email, and in-person interactions. You will document interactions in the CRM, support billing inquiries, and help with payments while promoting services.

The role emphasizes accurate data entry, proactive communication, and adherence to policies. Strong Microsoft Office skills and prior customer service experience are preferred;

Qualifications

• Experience processing customer service and trouble requests.
• Experience with billing questions and payments.
• Proficient in Microsoft Word, Excel and Outlook.
• Ability to upsell and cross-sell.
• Experience with 3 years customer service and 2-3 years customer sales.

Responsibilities

• Communicate with customers by phone, email, or in person with strong customer relations.
• Enter service order information into the software system.
• Audit pending service orders twice daily to expedite completion.
• Verify data accuracy before closing orders.
• Investigate possible indebtedness as needed.
• Log all inquiries, complaints, and comments into contact tracking.
• Use C&C codes with high accuracy.
• Explain monthly billing statements, including fees and taxes.
• Retrieve billing system and archived data promptly.
• Explain pro-rated charges or credits.
• Process all payment types following requirements.
• Issue credit via AR adjustments.
• Calculate fractional charges or credits manually.
• Establish payment arrangements.
• Communicate and support late fees.
• Process unbillable toll within 24 hours.
• Assist customers with E-Bill sign up steps.
• Maintain positive and proactive communication.
• Other duties as assigned

Skills

Business communication

Customer relations

Sales skills

Microsoft Office

Business letters

10-key

Attention to detail

Multitasking

Upsell/cross-sell

CS experience 3y

CS sales exp 2-3y

Tools

NISC software

Job description

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 - Sunman, IN

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.

What You'll Bring

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

Stronger Together. Right for What's Next.

www.rightfiber.com