Description

Do you enjoy helping customers? Are you passionate about providing excellent service and solving problems? If so, we want you to join our team as a Customer Experience Billing Specialist!

Hunter Communications is one of Oregon's leading employers, offering competitive wages, benefits, career growth opportunities, and an amazing team to work with! We're looking for an experienced Customer Experience Billing Specialist to join our growing team. In this role, you will assist us in providing exceptional customer experiences and shaping the future of telecommunications at Hunter Communications.

Under the general supervision of the Customer Experience Billing Supervisor, the Customer Experience Billing Specialist will be responsible for the direct interface with customers and support personnel. You will administer databases such as but not limited to telecom billing software Rev.io, Salesforce, and the Ticketing system. This role will be responsible for answering the phone to assist with billing calls, taking orders, entering customer information into the billing system, verifying billing, and answering general billing questions. The position will also be responsible for taking payments and requesting adjustments, as necessary.

Responsibilities:

• Customer Support: Provide timely and accurate responses to customer inquiries, issues, and complaints via phone, email, chat, or other communication channels.
• Problem Resolution: Identify customer needs, troubleshoot problems, and find effective solutions to ensure customer satisfaction.
• Product Knowledge: Develop a deep understanding of the company's products or services to effectively address customer inquiries and provide relevant information.
• Documentation: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, in the company's database or CRM system.
• Quality Assurance: Adhere to company policies, procedures, and service standards to ensure consistent and high-quality customer interactions.
• Escalation Handling: Handle escalated customer issues promptly and professionally, involving supervisors or specialized teams when necessary to ensure timely resolution.
• Communication Skills: Communicate effectively and empathetically with customers to understand their needs, convey information clearly, and build rapport.
• Multitasking: Manage multiple customer interactions simultaneously while maintaining focus, accuracy, and professionalism.
• Team Collaboration: Collaborate with other customer service representatives, supervisors, and cross-functional teams to address complex customer issues and improve service delivery.
• Continuous Improvement: Provide feedback and suggestions for process improvements, product enhancements, or training needs based on recurring customer issues or feedback.
• Compliance: Ensure compliance with relevant regulations, such as data protection laws, and company policies related to customer interactions and data handling.
• Performance Metrics: Meet or exceed performance targets, such as response times, customer satisfaction scores, and resolution rates, as defined by the company.
• Training and Development: Participate in ongoing training sessions to stay updated on product knowledge, customer service best practices, and company policies.
• Shift Flexibility: Maintain flexibility to work different shifts, including evenings, weekends, and holidays, to meet customer demand and ensure continuous service coverage.
• Professionalism: Uphold a professional demeanor and positive attitude in all interactions with customers, colleagues, and other stakeholders.

Requirements

Education:

• High School Diploma or GED Certificate required and College Experience Recommended

Experience:

• Knowledge of computers, phones, and voice features with a solid understanding of basic telephony.
• Proficiency in Google Suite and Microsoft programs.
• Ability to multitask, effectively communicate, problem-solve, and achieve organizational goals.
• Preferred experience in Telecommunications billing.
• Typing skills of 40 wpm
• Attention to detail is critical in this role; you must have the ability to meticulously review and ensure the accuracy of all billing information.

Physical Requirements:

Minimal physical effort under typical office conditions but must occasionally lift and/or move up to 25 lb. Ability to operate standard office equipment. Frequent sitting, talking, hearing, and mental concentration for prolonged periods required; use of hands to finger, handle, feel, or operate objects, tools, or controls and reach with hands and arms; specific vision requirements include close vision and the ability to adjust focus, ability to distinguish color in graphs, charts, etc. Must be able to communicate and be understood clearly; hearing ability requirements include interacting with employees, the public, elected or appointed officials, and outside organizations.

Learn more about careers at Hunter 

Hunter Communications provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.