Customer Service Representative

Purpose of Position

We impact people's lives daily by putting state of the art technology into their hands, and we need you to help us do that for our customers!!!

Our employees are provided with a benefit package that compliments many aspects of an employee's needs and wants. From competitive health insurance with reasonable premiums to a 10% retirement match to 21 PTO days and 8 holidays a year, MTC knows the importance of these benefits to employees.

The role serves as primary point of contact for all new and existing customers. Compiling and maintaining customer billing records is vital. Employee will also assist customers with billing inquiries, new service requests, disconnects and special deposits. The position assists and educates customers regarding company’s products/services and billing processes and is responsible for answering incoming calls on a multiple-line phone system.

Duties & Responsibilities

• Engages in customer service activities which include taking service orders, answering billing or other inquiries, new service requests, and disconnects.
• Responds courteously and promptly to customer correspondence via phone, electronic messaging, in writing, or in person.
• Updates customer records in NISC billing system.
• Processes orders for new services or changes to existing services.
• Assists customers with billing inquiries, service changes, and account updates.
• Manages customer accounts, including activation, deactivation, and modifications.
• Complies with regulatory requirements on LOA, CPNI, PCI, and Broadband Labels.
• Computes customer price comparisons.
• Posts payments daily received to customer accounts and prepares bank deposits in a timely manner.
• Makes billing adjustments to customer accounts when applicable, verifying changes with the Billing Manager.
• Processes month-end account refunds to send to Billing Manager.
• Processes delinquent accounts and appropriate escalation to supervisor, attorney and/or collection agency.
• Maintains and updates accurate capital credit records. Gathers appropriate paperwork for capital credit retirements.
• Maintains and refunds customer deposits, as needed.
• Maintains service address request inquiries internally or through our Crowd Fiber system.
• Completes all aspects of the number portability process including the ordering through VFO and other related service provider systems, requesting the requesting the port through Syniverse, and coordinating the installation with internal staff.
• Maintains internal scheduler for install appointments.
• Maintains service address records and verifies data in GIS system and Google Earth.
• Monitors inventory and office supply levels; prepares purchase orders as needed.
• Maintains a clear understanding of our product offerings, including our product and services catalog, features of products, and availability of products by service address.
• Assists with additional functions of the company including marketing or informational mailings.
• Completes or assists with special projects as needed.
• Reconciles NeoNova e-mail accounts quarterly.
• Clearly articulates knowledge of McDonough exchanges, as well as McDonough and MTC services and product offerings, including differences between ILEC and CLEC pricing.

Skills, Abilities, Qualifications or Expectations:

• Knowledge and skills usually acquired through an Associate’s Degree or § Knowledge and skills usually acquired through a high school diploma or equivalent.
• Two years’ experience in a customer service setting preferred.
• Experience with a multiple line phone system.
• Knowledge of company rates, procedures, and service offerings and requirements for telephone utility and/or broadband reporting.
• Basic understanding of rural telephone terminology, broadband terminology, subscriber/community concerns, and changes in regulation and the marketplace.
• Computer literacy including a working knowledge of Microsoft Office products and Google Earth.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person