About the Role
About Intermedia
Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.
Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!
Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!
Are you ready to make your mark?
About The Role:
We are seeking someone who loves to be the first point of contact for our customers regarding any issues a customer may have with their account. We take pride in our customer satisfaction and building customer loyalty; this position requires a candidate with the soft skills to be able to effectively and professionally communicate with customers and partners of all levels. Bring your stellar and high-quality service experience to a role where you will work with exemplary professionalism in a fast, friendly and positive manner.
As the newest member of our Billing Team, you will be working alongside a small, talented and passionate group. You will be responsible for providing customer service and billing support to our UCaaS SMB customer-base via inbound phone calls, emails, and outbound follow-up.
What you will be doing:
- Answering customer phone calls and email cases in a timely manner, in-line with company and department goals
- Documenting each customer interaction in our ticketing database (Oracle)
- Explaining billing processes and procedures
- Working directly with the customer service team and collaborating with the Technical Support staff, Sales, and members of other departments to ensure a positive customer experience
- Verifying authorization to release information about accounts
- Placing credits, refunds, and charges on accounts
What you will bring to the role:
- Associates Degree in related field, Bachelor’s Degree Preferred
- Minimum 2 years’ experience in Customer Service, Billing or Call Center environment
- Billing support experience is highly preferred, including in-depth research, credit, refund, and payment-processing
- Excellent data entry, proofreading, organizational, phone and communications skills
- Ability to meet and/or exceed call center metrics (AHT, ASA, CSAT, FCR, etc.)
- Must work well in team atmosphere and have excellent oral and written communication skills
- Must have strong attention to detail, and the ability to deliver in a fast-paced environment
- Telecom, VoIP, Networking, or Communications experience preferred
- Must have exceptional organizational, critical thinking, and analytical skills
- Strong computer skills required, with demonstrated competency in Windows, Internet, PC support, and MS Office, proficient in Excel, and the ability to type 35wpm
Diversity, Inclusion, and Equal Opportunity
We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.