Business Account Expert, Inbound Care

About the role

This role supports business customers by providing effective resolution and proactive account management to address inquiries and concerns. It involves identifying root causes of issues, exploring customer needs, and managing payment arrangements and collections activities when appropriate. The role requires demonstrated skill and competency to meet position goals with normal supervision while maintaining courteous and timely service. Success is measured by resolution effectiveness, customer loyalty, and adherence to quality and productivity standards. The work impacts the organization by fostering loyal and profitable business customer relationships through knowledgeable and responsive service.

Responsibilities

• Resolve business customer inquiries and concerns to achieve timely and effective issue resolution
• Manage accounts by identifying service enhancement opportunities and facilitating payment arrangements and collections activities
• Utilize resource documentation and training tools to deliver informed and consistent customer service
• Meet department productivity and quality standards while applying appropriate account adjustments and credits
• Collaborate across channels including retail, care, and sales to support customer needs and team initiatives
• Perform other duties/projects as assigned by business management

Requirements

• High School Diploma/GED (Required)
• Less than 2 years 6 months customer service experience (Preferred)
• Windows proficiency (Required)
• Keyboarding skills (Required)
• Strong communication skills (Required)
• At least 18 years of age
• Legally authorized to work in the United States

No travel required. This is not a DOT regulated or safety-sensitive position.

Pay

Base pay range: $18.67 - $33.67 per hour. The successful candidate’s actual pay will be based on work location, qualifications, and experience. Most Corporate employees are eligible for an annual bonus target of 5% based on company and/or individual performance.

Benefits

Full and part-time employees have access to the same benefits when eligible, including:

• Medical, dental, and vision insurance
• Flexible spending account
• 401(k) with company match
• Annual stock grant and employee stock purchase plan
• Paid time off and up to 12 paid holidays (about 4 weeks for new full-time employees and 2.5 weeks for new part-time employees annually)
• Paid parental and family leave
• Family building benefits
• Back-up care and enhanced family support
• Childcare subsidy
• Tuition assistance and college coaching
• Short- and long-term disability
• Voluntary AD&D, accident, life, disability, and long-term care insurance
• Mobile service and home internet discounts
• Pet insurance
• Commuter and transit programs
• Free, year-round money coaches