Customer Service & Billing Representative 2

Essential Functions

• Receive/answer moderately complex high volume customer phone and email inquiries regarding billing statements, customer accounts and online administration with highest level of professionalism
• Accurately describe plan features, billing statements and online accounts to customers
• Accurately gather customer information and resolve customer billing and account issues and educate customers where applicable
• Process rebates, chargebacks, and assist with other clerical duties
• Remain current and share knowledge with teammates regarding changes in policies, procedures, and product offerings
• Develop and maintain department and company image and philosophy to the public
• Use a variety of systems to respond to customer requests and resolve issues
• Complete tasks and/or projects of moderate complexity with limited process definition
• Provide reliable solutions to a variety of problems using sound problem solving techniques
• Thoroughly document work in an organized manner
• Work collaboratively and professionally in team environment with other Garmin associates to achieve goals
• Mentor team members who are learning products and processes

Basic Qualifications

• High School Diploma or GED AND a minimum of 2 years of demonstrated experience performing a customer service role
• Demonstrates proficient understanding of intermediate Excel functions
• Demonstrated excellence in performing Customer Service & Billing Representative 1 essential functions
• Ability to effectively, accurately and consistently follow CSR administrative processes and procedures
• Demonstrates accurate and effective use of Oracle, DeskPRO, and Engage IP systems
• Demonstrates proficiency using email, HipChat and a Mitel phone system
• Ability to acquire product knowledge required to perform essential functions of this role
• Demonstrates effective verbal, written, and interpersonal communication skills
• Exhibits professionalism, be team-oriented, possess a positive attitude and work well with others
• Demonstrates excellent time management and follow-up skills
• Must live in Maine to be considered

Desired Qualifications

• Successful completion of college level courses in accounting
• Prior experience working in a customer service role for a cellular company