Buyer Assistant / CSR

PrideStaff is looking for a Billing, Provisioning, and Collection
Specialist to serve as the main point of contact for our client regarding Billing, Provisioning, Collections, and Customer Base.  Ideal candidate will have experience as a Buyer, Purchasing Agent or CSR at a Manufacturing Company.

• Pay Rate  $18.00 -$20.00  DOE  ( may pay a little more for ideal experience)

REQUIREMENTS:

The following is a non-exhaustive list of the essential duties & job requirements for Billing, Provisioning, &  Collection Specialist. Duties may be assigned to reps by management as primary or supportive and may change from time to time depending on Company needs.

Essential Duties

• Serve as the first point of contact for Billing, Provisioning, and Collections via telephone or walk-in customers. Demonstrate courtesy, friendliness, and expertise in providing information and support to the Customer Base. 
• Provide information and answer customer questions relating to Collections, Billing, and Provisioning. Be familiar with and competent in utilizing the client's Operational Systems to provide accurate information to the client's Customer Base. Assure that Customer Memos are updated thoroughly and with detail. 
• Process orders through, but not limited to, Frontier, AT&T, Vitality, Windstream, Global Capacities, TPX, Century Link, ANI Networks, Wi-Fi, and other companies associated with telecommunications.
• Complete daily log tracking.
• Assist in opening mail and coding payments for accounts receivable.
• Produce and make collection calls on the 90/60/30 Day Aged List. 
• Code the monthly DC1 and DC9 accounts, as necessary.
• Manage Metro 2 System, make all necessary changes in Eos car, and help conduct audits of Quarterly DC2.
• Assist and handle any settling of closed accounts and bankruptcy accounts, and handle all escalated collection calls. 
• Track all package deliveries and assist Upper Management as necessary.
• Manage and follow up on all payment arrangements. Produce Collection Stage Letters, as necessary.
• Provide information to customers on Voice offerings, including all features available. Must be able to provide definition and pricing on all voice offerings. Identify and execute opportunities to “Upsell” to the Customer Base.
• Provide a second level of escalation for both Voice and Data service issues, questions, or concerns. Be able to conduct inside isolation to ensure that a proper solution is identified. If the solution requires dispatch, identify (as best as possible) whether the Inside Technician or Facilities Provider needs to be notified. Properly dispatch and document Inside Tech and/or Facilities Provider dispatching. Follow solution to completion and update the customer. Assure that all paperwork is complete and thorough. 
• Assess difficult situations and respond to customer issues; escalate situations that require assistance to a Senior Customer Service Specialist and/or Management.
• Provide coverage for the Receptionist, including but not limited to breaks and lunch. • Provide coverage for Customer Service calls in the back-up queue, demonstrating courtesy, friendliness, and expertise in providing information and support to the Customer Base.
• Serve as Lobby Receptionist, greeting customers and collecting funds for the company’s Accounts Receivable Department.
• Must be able to maintain punctuality and attendance, with unpaid absences not exceeding 3 or more work days in one year.
• Report to work in clothing compliant with the company’s Dress Code Policy.
• Adhere to all company’s policies, procedures, and business ethics codes.
• Must have availability to work flexible schedules including any day of the week, with hours varying between 7:00 am- 8:00 p.m.

Essential Skills & Capabilities

• Provide courteous, professional, and informed assistance to the Company’s Customer Base.  • Deal tactfully with the Customer Base and effectively resolve issues, solutions, and concerns.  • Correctly interpret, explain, and apply applications and offerings to the Customer Base.  • Determine the nature of the customer call and relay appropriate information both via the office systems and verbally.
• Communicate with a variety of individuals, not limited to the Customer Base, from various socio-economic, ethnic, and cultural backgrounds. 
• Handle and follow through on large volume telephone inquiries and issues on busy days. • Respond to the call volume and understand how to shorten talk time and minimize UNAVAL timeframes to correspond to the calls coming into the ACD groups.
• Work independently with minimum supervision. 
• Be aware and act upon an issue that requires escalation. 
• Exercise sound judgment in evaluating situations and can make appropriate decisions.
• Use software and common software such as e-mail, word processing, etc.
• Use office equipment, such as telephone, copier, fax machine, printer, etc.
• Be an optimistic person who is not easily upset and who naturally likes working with others within the organization.  
• Be results-orientated and able to work both independently and efficiently. Must be able to get along with co-workers.
• Establish and maintain effective and appropriate working relationships with employees and vendors.
• Recognize safety hazards, property damage, malfunctions, policy and procedure violations and report to the appropriate management personnel.
• Must demonstrate dependability. 
• Must have the ability to work various shifts, including weekends.
• Must be available to work overtime when required.
• Must have reliable transportation to be able to report to the station on time for scheduled work shifts.
• Must be able to read, understand, and adhere to the Company Employee Handbook.

Education Knowledge & Experience

• High school diploma or GED, some college preferred, or equivalent work experience. • Proficient knowledge of computer and business-associated software required. (e.g. Microsoft  Word, Excel, Outlook).
• Knowledge of office practices, policies, procedures, and methods.
• Knowledge of principles and procedures of filing and record keeping.
• Knowledge of correct business English usage and grammar.
• Must possess a desire to assist clients with a variety of client service-related issues in a fast-paced,  independent, telephone-based service environment with an emphasis on quality.  
• Ability to interface in an effective and professional manner with all clients, and all levels of personnel.  
• Ability to troubleshoot and resolve client concerns.
• Possess effective techniques for dealing with Team Members and Customers, both on the telephone and in person.
• Possess excellent verbal communication skills.
• Possess excellent telephone etiquette.
• Possess excellent interpersonal and client service skills.  
• Ability to interface effectively and professionally with clients and all levels of personnel.  
• Must be customer-oriented, able to work independently and with limited supervision.

Technical Skills Required

• Proficient knowledge of basic computer and business associate software
• Intermediate Outlook  
• Intermediate Microsoft Word
• Intermediate Microsoft Excel
• Typing of at least 35 wpm
• Ability to obtain proficient knowledge of operational systems, including, but not limited to, Office Automation, Billing, Provisioning, Customer Service, and Telecom Provider Integration Software.