Account Service Representative

Account Service Representative I

Department:   Commercial Operations         

Reports to:      Customer Service Manager   

FLSA Status:     Non-Exempt

Job Summary

Serves as primary point of contact for new customers to determine eligibility for service based on location. Assist customers with setting up new accounts, billing inquiries, new service requests, disconnects and account changes. Promotes our products and services to enhance customer satisfaction and retention. Provides excellent customer service experience.

Duties and Responsibilities

·         Efficiently handle a high volume of inbound calls from customers regarding new service, billing inquiries, service troubleshooting, and plan changes.

·         Assist customers in troubleshooting issues related to their internet service and provide solutions or escalate to the appropriate technical support teams as needed.

·         Schedule service installation appointments.

·         Utilize system software to determine customer eligibility for service based on location.

·         Utilize system software to submit new customer service request and process plan change request.

·         Maintain accurate customer records and account information.

·         Educate potential and existing customers about promotions and service options available.

·         Assess customer needs to determine best solution.

·         Performs all other related duties as assigned by management*.

Knowledge, Skills, and Abilities

·         Knowledge of company products and services.

·         Knowledge of company policies and procedures.

·         Knowledge of basic cashier and bookkeeping practices.

·         Skill in prioritizing and multi-tasking.

·         Skill in problem-solving, analytical thinking and risk assessment.

·         Ability to communicate effectively with customers, co-workers and various business contacts in a professional and courteous                  manner.

·         Ability to maintain confidentiality and professionalism.

·         Ability to follow written and oral instructions.

·         Ability to pay close attention to detail and work with frequent interruptions.

·         Ability to effectively function as a team player and work independently.

Education and Experience

Valid driver’s license required. High school diploma or equivalent plus one year of customer service experience. Associate’s degree in related field preferred.

Physical Requirements

•            Must be able to remain in a stationary position for prolonged periods of time. 

•            Must be able to operate computer and other office equipment. 

•            Must be able to lift up to 20 pounds at times. 

•            Must have the ability to communicate and collaborate with customers, coworkers, and various business                                                       partners virtually, face-to-face, and over the phone.

West Carolina has established and adopted an Equal Employment Opportunity Employment policy (“EEO”), which is part of the Company’s Human Resources Policy. The purpose of this EEO policy is to ensure that all employment decisions are made on a non-discriminatory basis, and without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity/reassignment, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law. In some cases, local laws and regulations may provide greater protections than those outlined here.

*These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.