The Business Services Representative is responsible for supporting commercial accounts in the organizations retail and wholesale sales channel. The Business Services Representative will process requests received through Lead Agent and/or via email from the Sales Team, Sales Agents, and Wholesale partners to review contracts and supporting paperwork for new sales, recasts and changes. The Business Services Representative may work directly with the customer over the phone and/or via email to get additional paperwork before processing. Once paperwork is ready, the Business Services Representative will work in the company’s billing system to create accounts, make changes to accounts, and terminate accounts with a goal of ensuring 100% accuracy in the final product, our bill to our customers and partners. The Business Services Representative will answer incoming customer calls and assist customers with items such as billing inquiries, service changes, payments and any other questions customers may have. The Business Services Representative also provides support to the front desk position for walk in customers.

The Business Services Representative must possess superior time management and organizational skills; excellent verbal and written communications skills; and be able to multitask easily.

Essential Job Functions:

• Assure a quality customer experience.
• Responsible for preparing service agreements, recast paperwork and other supporting paperwork for the Sales team and Sales Agents.
• Responsible for incoming calls in the sales support queue to assist the customer.
• Interface with all sales channels to research complex billing related issues, and communicate directly with the customer to resolve in an expeditious manner.
• Responsible for the accurate and timely creation, submission, review, and closure of all commercial iVue Service Orders for our retail commercial customers and Wholesale partners.
• Assures the necessary documentation for each service order is complete and concise to ensure clear communication, coordination and accountability.
• Work with other departments in a collaborative effort to support the customer.
• Familiarity with all aspects of the billing cycles.
• Accuracy check of assigned Service Orders as it relates to C&C’s OCPs, OCCs, applied taxes and surcharges, and activation dates.
• Works with other billing activity such as, but not limited to, payment posting, misapplied payments, RB check refund, and Combining Accounts/Services.
• Responsible for ongoing audits of the end user billing system.
• Work independently with various reports and reporting tools to find inconsistencies/errors in account entry which would result in billing errors.
• Act as a liaison with the billing department with regard to programming changes, corrections, improvements, and on-going development.
• Provide support and back up for the front desk/reception desk in the Bangor office. This includes greeting customers, taking and processing payments and assisting customers with questions.
• Knowledge of company products and telecommunication services including, but not limited to voice (TDM and IP), long distance, Internet, WAN, hosting, collocation, SIP, and HPBX for all companies.
• Knowledge of company policies and procedures.
• Skill in operating various computer systems, including, but not limited to, iVue, and the use of all Microsoft Office applications.
• Ability to organize and prioritize multiple work assignments and manage projects effectively.
• Ability to make sound decisions using information at hand.
• Perform special projects, as necessary.*

*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.

Knowledge, Skills, and Abilities:

• Knowledge of company products and services.
• Knowledge of company policies and procedures.
• Knowledge of general office procedures.
• Skill in operating office equipment such as, personal computer, calculator, copier, fax, pdf and telephone systems.
• Working knowledge of Word, Excel and Microsoft Outlook.
• Skill in oral and written communication.
• Skills in prioritizing and completing multiple projects.
• Skill in identifying problems and resolutions.
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
• Ability to maintain confidentiality.
• Ability to follow written and oral instructions.
• Ability to work with frequent interruptions.
• Ability to pay close attention to detail.
• Ability to effectively function as a team player.

Education and Experience:

High School diploma or equivalent plus two years of college preferred. Minimum of three years experience in customer relations within the Telecommunications industry preferred.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Bangor, ME 04401: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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