What are the responsibilities and job description for the Fiber Billing Help Desk - 2967 position at Wiverse?
6-month contract / eligible for extension or conversion - not guaranteed / Medical - Dental - Vision benefits after 90 days / No other benefits available. / Full-time - No OT for this role
The Fiber Billing Help Desk team promotes loyalty initiatives by handling customer inquiries and helping resolve customer issues. This includes coordinating communication across all relevant internal departments to educate customers, provide resources to customers and improve internal customer databases to deliver a consistently great customer experience.
This Person Will Engage With Customers And Internal Staff In a Positive Manner And Perform Primary Functions Including But Not Limited To
The Fiber Billing Help Desk team promotes loyalty initiatives by handling customer inquiries and helping resolve customer issues. This includes coordinating communication across all relevant internal departments to educate customers, provide resources to customers and improve internal customer databases to deliver a consistently great customer experience.
This Person Will Engage With Customers And Internal Staff In a Positive Manner And Perform Primary Functions Including But Not Limited To
- Professionally and effectively handling phone and email contact.
- Researching and resolving inquiries using online applications and legacy systems and making outbound phone and email contact ?
- Adhering to quality standards, including company procedures, policies and legal requirements.
- Participating in individual and team coaching sessions and proactively providing and receiving feedback.
- Managing customer contact databases to support billing and client service functions?
- Completing ad hoc projects and related deliverables, as assigned.
- Handle objections into a commitment to pay.
- One to two years customer service experience in an office environment (previous Call Center experience preferred).
- Three to five years previous collections experience within an accounting environment (previous high-tech experience preferred).
- Experience in a multi-functional role and using multi-company accounting software package – Oracle and ServiceNow Preferred
- 4-year college degree preferred, in Accounting, Business or equivalent experience.
- Complete use and functionality of the Microsoft 2010 Office product suite.
- Billing call center experience, candidates with ticketing system experience, that have experience with mostly inbound calls and emails.
- Some outbound calls are required as well.
- The volume is around 10-15 calls/emails per day.
- ServiceNow is the ticketing platform and desired, along with Oracle.
- Location: This resource can be in Westborough, MA , Westford, MA, Warrington, PA or Charlotte, NC.
- The resource will be required to be on-site 4 days per week, with Friday being the WFH day.
- There is not a fully remote option.
- There are no approved expenses for this role.
- Please note that OT is not approved for this role.
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