Job Description

The Customer Service Representative's primary responsibility is to ensure that we are giving excellent customer service and accurately billing our customers. This individual also supports the Sales and Service Departments to build our customer base.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Answer and return any customer phone calls
• Gather information about current customers (average monthly volumes, service histories, equipment information and billing information) for the Sales Representatives
• Assist customer inquiries regarding invoices, contract rates, and leasing questions.
• Check policy on each new contract received
• Process sales discounts to make service whole on any contract that is not written at policy
• Enter sales discounts into Sales Scorekeeper so commissions can be correctly figured for sales reps.
• Set up new maintenance contracts to bill the customer or the leasing company
• Create and load meter contact information for each contract set up
• Collect and enter meter reads by phone, fax, email, or FM Audit
• If no meter is provided by the customer, then we need to contact them by phone
• Responsible for making sure all contract records are billed in a timely manner whether it be monthly, quarterly, annually or any other billing frequency
• Maintain manual spreadsheets for large customer accounts (each customer service employee has accounts that require special handling that they monitor)
• Work with leasing companies (Wells Fargo, CIT, US Bank, Great America, Gibbs Leasing) to correct customer billing issues and setup and maintain maintenance contracts
• Check the contract billing queue for low and high dollar invoices to avoid billing errors
• Sort and distribute invoices daily for GFI, Gibbs Technology, and DigitalNet
• Correct billing errors on invoices due to incorrect meter reads or any contract errors
• Process final billings for returned machines and terminate contracts
• Cancel contracts upon request by customers
• Run and review reports monthly for cleanup
• Audit customer accounts upon request
• Gather information for auditors
• Respond to inquiries from the call center
• Update customer addresses and create new customer numbers when needed
• Actively participate in monthly one on ones with management, coming prepared with updated MAC MAP
• Establish and review procedures and processes for the team as needed
• Participate and assist with training when needed in the department
• Perform other assigned tasks and duties necessary to support the company
• Assist other departments when needed
• Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge : This position requires 2+ years of experience in a customer service position. 
2. Skills : Must have excellent customer service skills. Attention to detail and accuracy is extremely important. Excellent organizational skills are also necessary. Must also possess excellent written and oral communication skills.
3. Abilities : Intermediate proficiency with Microsoft Office programs: Excel, Word and Outlook is required. Must have ability to multitask and meet assigned deadlines.

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