Operational Support Specialist’s focus is the customer. Operational Support Specialists are the main point of contact; whether in person, via e-mail, or via the telephone, for both internal and external clientele. Representatives are responsible for creating and maintaining a positive relationship with all GoNetspeed’s customers and must always project a professional and knowledgeable image when dealing with them. Specialists must be able to adapt to changes within the organization and within our industry requiring them to gain both the skill and product knowledge to offer new equipment and services as needed.
All Specialists will handle billing analysis; enter service orders for installations, removals, or changes for traditional telephone services, broadband services, security systems, and TV services streaming services. They must have the knowledge and ability to instruct customers how to operate their services and features; assist customers with their electronic billing and payments; and sell and promote services for both new and existing customers. In addition, Specialists are responsible for entering payments, balancing batches, collections processes and performing a variety of different functions that update customer records in the billing system.
Essential Job Functions:
§ Provides customer service by assisting customers with new service requests, service plan changes, disconnects and service questions or concerns, in compliance with Standard Operating Procedures.
§ Must be proficient in organizing and prioritizing of tasks through completion including documenting all activity related to tasks.
§ Must be able to multitask and document all customer contact real time within the billing system. They must be proficient in the creation, modification and closing of customers services and accounts.
§ Will perform billing analysis. This includes customer account reconciliation including federal and state taxes and surcharge explanations.
§ May go to the post office or bank when necessary during business hours.
§ May load ANI’s with underlying carrier for off net toll and any other ancillary services.
§ May perform review procedure for Service Order process to ensure compliance of SOP.
§ Will process appropriate paperwork as needed for all customers.
§ Will have a working knowledge of pricing, availability and function of the services and equipment available to their customers across our service footprint.
§ Will prepare and send ordered equipment and pertinent information to customers including letters, notifications, welcome packets and required equipment use instructions.
§ Will respond to customer correspondence via phone, email, and mail, documenting or attaching all correspondence (voice or electronic) in the customer’s account.
§ Will receive and process customer payments by mail, phone, online, or by ACH. Once processed, daily balancing required. Specialists are also responsible for assisting Accounting with any questions or discrepancies.
§ May generate temporary disconnection for non-payment (TDNP) orders for customers who fail to make payments by the specified due date.
§ Will assist customers with payment arrangements, paperwork, and payment extensions via phone, email, mail, and internet communications, updating the billing system as needed.
§ May actively monitor TDNP’d accounts for payments made and generate reconnect orders to restore service.
§ Will receive and process payments returned for insufficient funds, including notifying the customer, updating the account, assessing fees, and reversing the rejected payment.
§ May act as collections representatives to secure payments on active and terminated accounts. Delinquent accounts are reported to the collection agency, and the Specialist works with the agency to ensure accuracy of accounts placed and payments received.
§ May debit and credit accounts for equipment purchases and returns through service order entry in the billing system.
§ Will execute professional and effective communications with all other departments.
§ Will be mindful of and adhere to all State and Federal rules and regulations as dictated by the company across the GoNetspeed footprints. This includes, but is not limited to: CPNI, FCRA, FACT, and Red Flags.
§ Will research and resolve issues discovered via weekly error reports.
§ Will perform all other related duties as assigned by management. *
Knowledge, Skills, and Abilities:
Education and Experience:
High School diploma or equivalent plus five years of customer service experience.
Job Type: Full-time
Pay: $18.00 - $18.50 per hour
Benefits:
Schedule:
Ability to commute/relocate:
Education:
Experience:
Work Location: One location
Click the checkbox next to the jobs that you are interested in.
Account Reconciliation Skill
Balance Sheet Analysis Skill
Treatment Coordinator - Dental Front Office
Healthcare Support, Gladstone, MO
Kidney Associates of Kansas City, Kansas, MO