Customer Support & Billing Specialist

Treasure Lake, LP; Coudersport (Potter County); On-site; USD 40,116,000 - 48,271,000; Full time

Job summary

Zito Media in the United States is seeking a full-time non-exempt Customer Service professional to handle inbound calls, assist customers, and manage billing tasks. You will troubleshoot high-speed data products and coordinate installations and service calls, while delivering excellent service standards.

Required are strong Microsoft Office skills, prior customer service experience, and superb verbal and written communication.

Qualifications

• Proficiency with Microsoft Office, including PowerPoint and MS Publisher is required.
• Previous experience in a customer service role is required.
• Superior telephone skills are required.
• Demonstrated proficiency with email programs, Internet and WWW is required.
• Excellent verbal and written communication skills are a must.
• Excellent organizational skills.
• Ability to multitask, work flexible shifts and extended hours as needed.
• Must be high energy, positive attitude, team player.
• Able to work with limited management involvement.

Responsibilities

• Provide inbound telephone support to potential customers and to customers requesting information or experiencing technical difficulties and equipment problems, in order to reduce service calls and improve customer satisfaction.
• Enter billing payments into the billing system and ensure reconciliation of cash drawer and payment entry on a daily basis.
• Research status of installation and service calls to resolve customer inquiries/complaints; research misapplied payments, billing and service adjustments.
• Communicate with customers to respond to questions; resolve service concerns; provide rate and programming information; initiate upgrade of current service and sell our products and services.
• Responsible for technical support/troubleshooting, via telephone and computer, of the high-speed data product (including email and web hosting).
• Assist in the resolution of advanced level technical problems with troubleshooting procedures/skills.
• Responsible for adding equipment into billing system accounts, notating the account with proper information to properly execute customer orders, schedule installs and trouble calls, and document customer accounts daily.
• Provide required documentation for tracking work order status information.
• Continually demonstrate and ensure superior customer service.
• Other functions/duties as assigned.
• Must be prompt, punctual and have regular attendance. Must be available to work evenings, weekends and holidays.
• Perform other related duties and tasks as assigned or as become evident.

Skills

Customer service

Telephone skills

Communication

Multitasking

Team player

Positive attitude

Education

High school

Tools

Microsoft Office

PowerPoint

MS Publisher

Email programs

Job description

Zito Media in the United States is seeking a full-time non-exempt Customer Service professional to handle inbound calls, assist customers, and manage billing tasks. You will troubleshoot high-speed data products and coordinate installations and service calls, while delivering excellent service standards.

Required are strong Microsoft Office skills, prior customer service experience, and superb verbal and written communication.