Billing & Guest Services Specialist

About Us: Blackfoot Communications reliably connects business of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.

What We Offer: We offer opportunities in the telecommunications and technology sectors with positions in Western Montana and Eastern Idaho. Blackfoot is proud to offer a competitive salary and a fantastic benefits package that includes; comprehensive medical benefits plan, LTD, life insurance, an outstanding retirement pension plan plus a 401k plan that includes employer match, along with other employer paid benefits. We are proud to have received awards and recognition that highlight our strong company culture. These include "Employer of Choice" from the Missoula Job Service Employer's Council, "Top Tech Employer" from the Montana High Tech Business Alliance, and the "Heart Award" from the United Way of Missoula County in recognition of our ongoing community efforts. 

Job Summary: This position serves as the first point of contact for Blackfoot guests and walk-in customers, providing professional and welcoming customer experience. Responsibilities include answering incoming calls, greeting visitors, processing walk-in payments, and directing inquiries to the appropriate personnel. In addition to general customer service duties, the role supports billing accuracy, manages account-related issues such as credit balance transfers and misapplied payments, and performs general administrative and clerical tasks. This role also assists with the capital credit program and ensures data accuracy across customer and billing systems.

  Essential Job Duties and Responsibilities:

• Greet customers and visitors, assist them, or direct them to staff as needed.

• Answer incoming calls, respond to customer inquiries, and route calls appropriately. Work proactively to identify and suggest improvements to call routing through the ACD system to reduce unnecessary call volume to the front desk.
• Accept and process walk-in and drive-up customer payments; provide daily reconciliation of cash transactions.
• Provide support for EBill enrollment, auto pay setup, and online payment troubleshooting.
• Support capital credit program questions and general billing inquiries.
• Identify and resolve billing discrepancies and exceptions before customer impact.
• Process credit balance transfers, resolve misapplied payments, and handle returned (NSF) payments.
• Process E-Rate payments and maintain tax exempt certifications in accordance with policy.
• Manage delinquency follow-up and payment arrangement options.
• Perform regular data validation and cleanup across customer and billing systems.
• Perform general administrative functions.

Additional Job Duties and Responsibilities:

• Perform other duties and responsibilities as required to fulfill job function or as assigned.

Knowledge, Skills, and Abilities:

Knowledge of:

• company policies, procedures, products and services.
• systems knowledge and proficiency.
• general office practices and procedures.
• time management and organizational skills.
• professional telephone skills.
• marketing and sales practices and principles.

Skill to:

• Customer Service and Trouble Shooting
• Outlook proficiency as well as ability to build Outlook template responses
• Gather statistical information, perform analysis, and report the information through various technical systems like (but not limited to) Microsoft Power BI and advanced Excel applications 
• type 45 wpm.
• operate various office equipment such as a computer, scanner/fax/copier, multiline phone, postage machine.

Ability to:

• provide excellent customer service.
• escort visitors to locations throughout the company.
• think analytically and be a problem solver and resolve conflict.
• communicate effectively, both in writing and in speaking, with customers, co-workers, and various business contacts in a courteous and professional manner.
• work completely and accurately under time constraints and deadlines.
• work in a fast pace environment and prioritize multiple work assignments.
• work independently and ability to work effectively as part of a team.
• work in a safe and effective manner.                      

Education and Experience:  

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain the knowledge, skills and abilities would be: High School diploma or equivalent; Outlook proficiency, general office experience.