Responsible for providing a Superior customer experience through all channels of customer interaction from inbound and outbound calls, multimedia and face-to-face interaction. The Lead Customer Care Specialist will act as a level 1 support for the call center agents, assist the Supervisor with department goals, working with the team, training and coaching and taking escalations. They must be able to understand GVTC’s products and services, billing statements and order fulfillment systems. Must be able to take payments, make payment arrangements, handle outbound collection calls and will be expected to perform all department operations at a high level while meeting department performance metrics.
Essential Duties and Responsibilities include the following. Other duties may be assigned:
Daily mentoring and coaching for Specialists Customer Care
New hire training
Keep up to date on company processes, products and programs and communicate any necessary information back to the team
Train Customer Care Specialists on new tasks and changes
Monitor live and recorded calls for quality assurance
Evaluate and grade calls monthly to ensure superior customer service and process adherence
Work with the team and Supervisor on the department goals and metrics. Coming up with creative way to reach goals
Send daily and monthly calls statistics to the team and address any concerns
Handle escalated customer calls
Assist with call campaigns (inbound and outbound)
Have extensive knowledge of GVTC’s products, policies, business rules as well as collection and business regulations.
Assist with department related projects and corporate projects
Back-up to AR Specialist
Responsible for the processing of termination notices.
Responsible for the processing of late notices.
Processes suspends, disconnects and reconnects for non-payment.
Types service orders for disconnects, reconnects, address changes, reconnect fees, etc.
Responsible for creating Reminder Call list and processing for automatic dialer
Customer Service Phone and Walk-in
Handles all customer contact in reference to accounts receivable, billing and general customer service inquires.
Responsible for informing customers on systems policies on payment for services rendered according to PUC, Red Flag and PCI rules and regulations.
Responsible for accepting all accounts receivable monies, making deposits and posting data of all records.
Handles customer inquiries on general account information, questions about their bill, products, services, ebilling, processes automatic payments, and maintains all ebilling functions and reporting.
Handle customer request to reconnect services from non-pay suspend status.
Provide customer with account audit as requested.
Assist customers in registration of online account
Handles customer inquiries on online self-service functions such as viewing statements, payments, alerts and notifications, etc.
Handles customer inquiries regarding Capital Credit allocations and refunds.
Make payment arrangements with customers in accordance to department policies.
Meet expected service levels on inbound calls.
Meet department goals, standards, and call handling expectations.
Demonstrate extensive knowledge and proficiency in all products and services
Is able to develop creative solutions to challenging problems
Provide effective and timely resolution for all customer inquiries, striving for one-call resolution
Provide customer follow-up and ensure retention
Service order entry for residential and business accounts including changes to existing service, plan changes, general requests and requests for disconnects.
Ability to multi-task; simultaneously thinks, talks, and types
Make outbound collection calls to customers with past due balances.
Meet success rate collection goals.
Follow and comply with all FDCPA rules and regulations.
Adheres to company policies and procedures including
Meets team member expectations by providing service and department teamwork:
Provides added value to our service by displaying excellent customer service
Demonstrates teamwork by cooperating and assisting co-workers as needed
Communicates effectively with customers, co-workers and management
Performs other duties as required to provide excellent service and teamwork
Writes and files correspondence as required.
Miscellaneous duties as required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: High School Diploma or General Education Degree (GED) required; some college preferred. Minimum of three year accounts receivable, collections, call center and/or customer service experience required. Have experience training or coaching preferred. Obtain leadership skills and qualities. Telecommunications experience preferred. Must have FDCPA certification or required to pass certification course.
Language Ability: Ability to read, write and comprehend instructions and correspondence. Understands proper methods of letter composition.
Reasoning Ability: Ability to deal with and solve problems using solid judgment skills.
Technical Skills: Basic PC and keyboarding skills required. Experience with CommVergence, Excel, and Word preferred.
Professional Appearance: Employees will professionally represent GVTC by adhering to GVTC’s Attire and Grooming Policy.
Supervisory Responsibilities: None
Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, you must be able to sit for extended periods of time and communicate with callers through the use of a headset.
You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination.
Staff performance will be assessed in a written format at the end of the 90-day probation period and annually.
The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor.