Account Service Representative I

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 West Carolina 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.
• Research and resolve account and services issues in a timely and professional manner, escalating complex situations to the team lead when necessary.
• Process new service requests, account changes, service disconnects, and special deposit requirements accurately and in accordance with established company procedures.
• Actively promote West Carolina services, packages, and promotions to new and existing customers; identify opportunities to connect customers with solutions that address their needs.
• Maintain accurate and complete customer account records, service applications, and documentation within company systems.
• 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.
• Assess customer needs to determine best solution.
• Assist customers with account inquiries, including but not limited to, inquiries about billing activity, fees, and payment arrangements.
• Provide backup cashier/payment-processing support as business needs require.
• Count, reconcile, and balance cash drawers as needed.
• Research and resolve payment discrepancies when necessary.
• Performs all other related duties as assigned by management*.

Knowledge, Skills, and Abilities

• Knowledge of company products and services.
• Knowledge of basic cashier and bookkeeping practices.
• Knowledge of customer service principles and best practices, with the ability to deliver consistent, professional, and courteous experience across all customer interactions.
• Knowledge of residential telecommunications products, services, billing practices, and account management procedures sufficient to accurately process transactions and respond to customer inquiries.
• Skill in problem-solving, analytical thinking and risk assessment.
• Skill in operating customer account management systems, billing platforms, and standard office software including Microsoft Office Suite.
• Skill in oral and written communication; ability to explain billing statements, service options, and account information clearly and professionally to residential customers.
• Skill in identifying customer needs and matching them with appropriate services, promotions, and solutions.
• Ability to communicate effectively with customers, co-workers and various business contacts in a professional and courteous manner.
• Ability to manage a high volume of customer interactions and administrative tasks simultaneously while maintaining accuracy and attention to detail.
• Ability to effectively function as a team player and work independently.
• Ability to handle difficult customer interactions with patience, professionalism, and sound judgment; ability to de-escalate concerns and reach satisfactory resolutions within established guidelines.
• Ability to maintain strict confidentiality of customer account information, financial data, and company records.

Education and Experience

Minimum Requirements: Valid driver’s license required. High school diploma or equivalent plus one year of customer service experience.

Preferred Qualifications: Associate’s degree in Business, Communications, or a related field. Prior sales experience.

Working Conditions & 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.
• Work is primarily performed in an office environment, and the noise level is typically moderate, consistent with a professional office environment.
• Must be able to report to all customer service locations within the service territory.

*To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

West Carolina is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, marital status, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law.