ESSENTIAL RESPONSIBILITIES/JOB TASKS
1. 50%
Interacts with customers via telephone, email, online chat or in person for the purpose of providing the highest quality of support and information about our products or services. Tasks may include promoting and upselling AcenTek services to existing or new customers; setting up new customer accounts; making follow up calls for installations; fielding customer questions and complaints; when issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff; assisting walk-in customers by answering questions, accepting payment, or directing them to the correct department; maintain customer accounts and records of customer interactions with details of inquiries, complaints or comments; assist customers with setting up payment arrangements; connecting and disconnecting services as needed; scheduling inspections and installations of FTTH; track inventory and equipment returns; scanning of documents and mailing letters and products; maintain directory and advertising for customers; and maintain confidentiality of all customer information.
2. 20%
Process service orders accurately for the purpose of ensuring accurate order flow and customer billing. Tasks may include but are not limited to taking residential and business service orders; create and review service orders; use Pause option to complete orders with customer; utilize Sales Force to ensure accuracy and timeliness of business orders; collaborate with other departments to ensure service flow; and proactively utilize and document AcenTek Save procedure.
3.10%
Process all aspects of payments from customers for the purpose of ensuring accurate customer billing. Tasks may include reversing payments for NSF; processing for NSF; processing bank payments; handling cash and check payments; reconciling cash drawer and cash sheet; banking; posting online batches (CCD, e-Check, Online Check); ACH bank changes routing account information; check deposits via remote capture; credit balance transfers; collections, including write off and bad debt accounts.
4.10%
Create Local Number Porting (LNP) service orders specifically for this type of service for the purpose of porting a phone number out of or into our system to comply with federal regulations. Tasks may include checking distribution email for LNP orders, responding to provider requesting order, utilizing JSI portal or other provider’s portal to enter information; confirm the transaction; acquire customer documentation.
5.10%
Perform miscellaneous file uploads/downloads for the purpose of ensuring regulatory compliance. Tasks may include utilizing Elations Software to process VOD/Toll files and 911 files; upload daily files from LIDB/CNAM; performing advance searches; ensure Lifeline compliance and recertification; enroll, de-enroll, and transfer customers in National Lifeline Accountability Database; process orders to add or remove discounts; and run reports in NLAD for eligibility.
ESSENTIAL SKILLS & REQUIREMENTS:
EDUCATION:
Required: High School Diploma or GED
Preferred: Associates Degree
EXPERIENCE:
1 or more years’ experience without a degree
OTHER:
Eligible for Hybrid Work
EOE
Job Type: Full-time
Pay: $22.00 - $25.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Vision insurance
- Work from home
Shift:
People with a criminal record are encouraged to apply
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 1 year (Required)
License/Certification:
- Driver's License (Required)
Work Location: Hybrid remote in Allendale, MI 49401
