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Virtual Customer Service Representative (CAMC)

Church Hill, TN
January 25, 2023


Job Description

Training schedule: Mon-Fri 11am-8pm (Sat/Sun off)

Work schedule: 1pm-10pm (Days off TBD)

Virtual applicants must live in the following states: Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Michigan, Mississippi, South Carolina, Tennessee.

Core Responsibilities

Interacts with customers via telephone or e-mail to assist with a variety of customer inquiries and issues regarding billing, repair and retention.

Troubleshoots and resolves technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience. Articulate relevant information and directions in an organized and concise manner.

Communicates and explains account information to the customer with focus on first-call resolution. Accurately calculates and communicates taxes, fees, one-time charges and/or recurring monthly fees. Explains billing cycles, processes and prorates effectively to ensure that customers understand their statements.

Corrects discrepancies on customers' billing statements and researches customer billing situations as necessary. When appropriate, follows established escalation procedures to expedite prompt resolution.

Processes payment information and attempts to collect delinquent account balances.

Follows established troubleshooting procedures using the appropriate resources and desktop tools.

Produces work orders according to established business rules and provides customer appropriate guidance for unresolved out-of-scope issues.

Establishes and maintains effective relationships with customers.

Acts as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.

Uses multiple tools and systems (billing systems, knowledge base, technical tools etc.) and applies information to customer situations.

Complies with company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).

Educates customers and promotes self-service options.

Consistently meets or exceeds established goals and performance metrics.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Attends training as required.

Must be able to wear telephone headset and manipulate objects such as pen, keyboard and mouse.

Other duties and responsibilities as assigned.

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.