Customer Account & Payment Representative

General Summary

The Customer Account & Payment Representative position is responsible for greeting and screening visitors, processing payments, and supporting staff and department heads for projects.

Essential Job Functions

• Provides customer service by assisting customers with payments, payment plans, and returned equipment.
• Promotes auto pay and web statement options to new and existing customers.
• Performs collection functions on delinquent accounts, including call notify and non-pay disconnect processes, and monitors payment arrangements.
• Handles disconnect and reconnects of services of customers with late payments.
• Adheres to the Company's call and chat protocols for all customer communication.
• Ensures the protection of the privacy of information contained in member accounts.
• Demonstrates an upbeat customer service approach during interactions with both customers and co-workers to foster positive relationships.
• Prepares and sends a variety of correspondence to the customer including informational packets, CPNI letters, etc.
• Performs duties associated with payphone reporting, credit refunds, and returned mail.
• Covers office supply inventory by tracking supply usage and ordering supplies as needed.
• Ensures accurate balancing of cash drawer and prepares bank deposits.
• Picks up and distributes mail, maintains postage funds, completes updates to the postage meter, orders postage supplies, and processes daily mail.
• Affords support and assistance, as required, in training new members of the team.
• Supports all staff and department heads for special projects and/or events.

Other Responsibilities

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities

• Working knowledge of basic accounting principles and practices.
• Knowledge of Company services, products, policies, and procedures.
• Knowledge of general office procedures, practices, and equipment.
• Ability to analyze volumes of data and identify problems/errors, and ability to correct or resolve them.
• Ability to accurately count and handle currency.
• Ability to adapt to a rapidly changing environment.
• Ability to operate various office equipment such as computer, 10-key calculator, copier, scanner, and multi-line telephone systems.
• Ability to communicate well with customers, co-workers, and various business contacts in a positive and friendly manner, both orally and in writing.
• Ability to prioritize and multi-task. Must be well organized and pay close attention to detail and accept responsibility for and work under occasional stressful situations with frequent interruptions.
• Ability to demonstrate dependability through good attendance and adherence to timelines and schedules.
• Ability to maintain strict confidentiality guidelines by Company policy.
• Ability to read and interpret a variety of instructions furnished written, verbal, and in diagram or schedule form.
• Ability to work independently and maintain efficient workflow.
• Ability to effectively function as a team player and project a positive attitude.
• Ability to make decisions by established Company policies and procedures.
• Ability to sit and/or stand for long periods processing payments and entering data at a computer.

Education and/or Experience

• High School diploma or equivalent, plus one year of customer service and/or sales/marketing experience. Basic computer experience is required.

Physical Requirements

PHYSICAL REQUIREMENTS 0-24% 25-49% 50-74% 75-100% Seeing: Must be able to read computer screens and various reports. X Hearing: Must be able to hear well enough to communicate with employees and industry contacts. X Standing/Walking: X Sitting: X Climbing/Stooping/Kneeling: X Lifting/Pulling/Pushing: X Fingering/Grasping/Feeling: Must be able to write, type, and use phone systems. X

Working Conditions

Good working conditions with the absence of disagreeable conditions. Climate-controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.