05/15/2022
• Efficiently and accurately handling calls by assisting consumer in an effort to resolve their requests and payment transactions
• Professionally and respectfully persuade consumers to pay in an effort to bring and keep their account current
• Ensure the information we depend on to contact and collect from these consumers is accurately maintained
• Ensure the payment transaction information from these consumers is accurate
• Effectively educate consumer on the most effective payment options
Outcomes & Activities
• Handle Incoming Phone Calls: You will spend up to 90% of your time on the phone effectively and efficiently handling consumer phone calls, one-time and recurring phone payments
• Provide Excellent Customer Service: You will use our call model to handle each call in a manner that is respectful and patient while providing consumer with accurate account information
• Provide Quality Payment Transactions: You will need to stay within the parameters as set by the department
• Provide Support: You will handle all consumer requests such as document requests and information inquiries as well as processing one-time and recurring phone payments
• Promote Payment Options: You will educate consumer on importance of making timely payments by offering On-line, AutoPay and One-time Payment options
• Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance
Knowledge & Skills
• Manage your time effectively and adhere to attendance guidelines and complete work tasks in a timely manner
• Active listener and have effective communication skills
• Seek, retain and share knowledge to help consumers resolve requests and understand the functions of other departments
• Problem solver, with an ability to understand, interpret and act on information promptly and effectively
• Self-driven, motivated to help, and able to perform with minimal supervision in a team environment
• Open and receptive to ongoing feedback aimed at improving performance
• Intuitive with the ability effectively offer options to better benefit the consumer needs
• Speak clearly, professionally and articulately on the telephone
• Talk and type at the same time (talking with consumers while documenting relevant notes).
• Manage a set work schedule
• Document account notes clearly and efficiently
• Work independently and in a team environment
• Comfortable with repetitive tasks, sit and talk on the phone with a headset for up to 90% of the day
• Operate office equipment (copy machines, fax, telephone, and keyboard)
Requirements
• High school diploma
Preferred
• Previous customer service experience in a call center environment
• Experience in any position where you had to demonstrate excellent communication skills
Training
Training & Schedule Requirements: Monday through Friday; 8:00 am - 5:00 pm
• Virtual Training will be conducted beginning
Schedule
• Monday through Friday; 8:00 am - 4:00 pm
• Weekends OFF
