Customer Care Specialist

Summary:

Responsible to provide a Superior customer experience through all channels of customer interaction from inbound and outbound calls, multimedia, and face-to-face interaction. Must be able to understand GVTC’s products and services, billing statements and order fulfillment systems. Must be able to take payments, make payment arrangements, handle outbound collection calls, make sound business decisions, audit accounts, correct/update accounts and will be expected to perform all department operations at a high level while meeting department performance metrics.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

Customer Service Phone, Email and Walk-in

· Handles all customer contact in reference to accounts receivable, billing, audits, changes, and general customer service inquires.

· Responsible for informing customers on systems policies on payment for services rendered according to PUC, Red Flag and PCI rules and regulations.

· Process all checks received in the office and ensure accurate posting and balancing.

· Handles customer inquiries on general account information, questions about their bill, products, services, ebilling, processes automatic payments, and maintains all ebilling functions and reporting.

· Handle customer request to reconnect services from non-pay suspend status.

· Provide customer with account audit as requested as well as obtain all appropriate information and documentation to correct account

· Ability to locate or realize any account issues, errors, omissions, and miscalculations as well as find a resolution

· Ability to find internal and external resources to assist customers with any situation.

· Assist customers in registration of online service account and email service as well as password resets

· Handles customer inquiries on online self-service functions such as viewing statements, payments, alerts and notifications, etc.

· Handles customer inquiries regarding Capital Credit allocations, Dividends, and refunds.

· Make payment arrangements with customers in accordance to department policies.

· Great attention to detail when providing customer assistance to prevent future callbacks.

· Meet expected service levels on inbound calls.

· Meet department goals, standards, and call handling expectations.

· Demonstrate extensive knowledge and proficiency in all products and services

· Is able to develop creative solutions to challenging problems

· Make sound business decisions to provide resolution and service for our customers while keeping the company’s best interests in mind.

· Provide effective and timely resolution for all customer inquiries, striving for one-call resolution

· Follow through with all service orders, changes, and customer requests.

· Provide customer follow-up and ensure retention

· Service order entry for residential and business accounts including changes to existing service, plan changes, general requests, and requests for disconnects and obtain all required documentation according to department policies.

· Ability to do basic troubleshooting in regard to devices, services, equipment, apps, email and online help

· Ability to multi-task; simultaneously thinks, talks, and types

· Ability to adjust scheduled breaks, lunches, and timing to meet department and phone needs

· Ability to calculate any prorations, credits or adjustments a customer may need

· Manage talk time and worktime efficiently to ensure all queue service levels are met

· Ability to take constructive feedback and make adjustments to performance as needed.

· Ability to handle any job, system, policy, or procedure changes as needed

· Ability to deescalate upset/irate customers with empathy

Front Desk Back Up

· Cover front desk duties when needed including, greeting customers, taking card and check payments, sending to the appropriate representative for assistance and any other duties as needed.

Collections

· Make outbound collection calls and emails to customers with past due balances.

· Meet success rate collection goals.

· Follow and comply with all FDCPA rules and regulations.

General

· Adheres to company policies and procedures including

· Meets team member expectations by providing service and department teamwork:

· Provides added value to our service by displaying excellent customer service

· Demonstrates teamwork by cooperating and assisting co-workers as needed

· Communicates effectively with customers, co-workers, and management

· Performs other duties as required to provide excellent service and teamwork

· Writes and files correspondence as required.

· Miscellaneous duties as required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:High School Diploma or General Education Degree (GED) required; some college preferred. Minimum of one-year accounts receivable, collections, call center and/or customer service experience required. Telecommunications experience preferred. .

Language Ability: Ability to read, write and comprehend instructions and correspondence. Understands proper methods of letter composition.

Reasoning Ability: Ability to deal with and solve problems using solid judgment skills.

Technical Skills: Basic PC, Windows, Outlook, and keyboarding skills required. Proficiency in basic smartphone, tablet and app navigation and functions. Experience with, Excel, and Word preferred.

Professional Appearance: Employees will professionally represent GVTC by adhering to GVTC’s Attire and Grooming Policy.

Supervisory Responsibilities: None

Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, you must be able to sit for extended periods of time and communicate with callers through the use of a headset.

You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination.

Performance Assessment:

Staff performance will be assessed in a written format at the end of the 90-day probation period and annually.

The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Shift:

• 8 hour shift

Application Question(s):

• Will you be able to work in the office three days per week?

Ability to Commute:

• New Braunfels, TX 78132 (Required)

Ability to Relocate:

• New Braunfels, TX 78132: Relocate before starting work (Required)

Work Location: Hybrid remote in New Braunfels, TX 78132

Salary : $19 - $24