Primary Responsibilities and Essential Functions
• Answers incoming and makes outgoing phone calls to customers and provides a quality, responsive, and positive customer contact with the intent to retain the customer and correct the past due situation.
• Requests account information, accesses customer record databases or other electronic tools and information delivered to the desktop, and authenticates customer by requesting PIN or other identifying information.
• Analyzes customer account status and history and performs necessary calculations to determine appropriate actions and payment plans.
• Negotiates with customers to agree upon arrangements for payment, extends disconnect dates when required and processes payments by telephone (credit card, checks, etc.)
• Screens, identifies and participates in investigations of telephone fraud and responds to inquiries of rate, services, and possible fraud.
• Transfers appropriate fraud, high toll and bankruptcy cases and escalations to the appropriate person/workgroup inside or outside of the Collections department.
• Resolves collections-related customer issues to maintain customer loyalty and minimize product churn.
• Safeguards company assets, customer’s privacy, and other proprietary information.
• Maintains compliance with legal and regulatory requirements.
• Documents call results, including the disposition of calls, customer payments agreements, payment plans.
• Processes equipment retrieval requests, stolen and fire damaged equipment reports to minimize financial losses.
• Other duties as assigned.
• High school graduate, GED, or equivalent work experience.
• 6 months experience working in a direct customer contact position.
• 6 months experience using a computer in a work or non-work setting.
• Eligibility to work in the United States.
• 1 or more years successful experience in a call center customer service, telephone sales or credit and/or collections environment.
• Knowledge of ICOMS billing system, or equivalent in another environment.
• Telecommunications or utility experience.
Thank you for your interest in this employment opportunity. Should you wish to pursue this, we will need to have you complete our Orientation, which will acclimate you to our One-Stop Center services, and will get you registered with us- your first step to success. Orientations can be completed online at www.opp-inc.org/orientation as well as in our Resource Room located in the Opportunity Inc.One-Stop Workforce Center, 861 Glenrock Road, Suite 100 in Norfolk, Virginia, just behind Military Circle Mall.
For your convince, you can also complete the orientation online at our Suffolk office on Mondays at 1PM (157 N.Main Street Suffolk, Virginia 757-514-7737) or our Franklin office (located at the Paul D Camp Community College Regional Workforce Development Center 100 N. College Drive)
Once your Orientation and Survey are completed, please come in to complete your intake process- intakes are held Monday through Friday in our Norfolk office from 8:30AM-3:30PM. Once this is completed, please ask to speak with Business Services, and please have your resume available for review.
If you are already enrolled, please contact your Career Developer, reference the Job Order number (Job Code Number), and ask that they refer you for the position. In either case, please have a resume available to target the position in which you are interested.
Thanks again, and we look forward to seeing you at Orientation!