Customer Response Center Business Representative  

Great Plains Communications is looking for a highly motivated, detail-oriented Customer Response Business Representative to join our growing team.

This position will provide exemplary customer service to our business customers, work closely with other departments ensuring customer accounts are accurate, and possess expertise of all representative-related job duties.  Will process customer service and/or trouble requests, answers billing questions, and documents customer interactions, using knowledge of NISC software system.   Has a working knowledge of Salesforce and ProWorkflow. Performs as a Project Manager on 7 to10-day projects. Processes all incoming Enterprise and Wholesale projects as they are received through SalesForce. Provisions services such as GPC iTV and Nova Email accounts. Provisions and updates NISC data including Available Services and 911 information. Accurately interprets service contracts to ensure terms and conditions are being met. Calculates and applies early termination fees on breached Enterprise contracts. Promotes and sells products and services within designated CRC thresholds and maintains strong knowledge of all products and services offered by GPC.  Communicates confidently with customers.  Supports Customer Response Center expectations, policies, and guidelines.

Duties include but are not limited to:

Provides Customer Care for all business customers including Enterprise and Wholesale.  

Processes customer service and/or trouble requests, answers billing questions, processes payments, and documents customer interactions, using knowledge of NISC software system. 

Communicates with customers on the telephone, electronically, or face-to-face, using excellent customer relations skills.

Obtains complete service order information from customer inputting directly into computer software system.

Audits once daily for pending service orders to expedite their completion. 

Verifies data is correct before closing service order, using strong proofing skills.

Inputs all customer inquiries, complaints, and comments into contact tracking.

Utilizes C&C codes with a minimum of 99% accuracy.

Explains monthly billing statement, including governmental fees and taxes.

Helps resolve billing issues regarding business accounts with the assistance of Sales.

Thoroughly explains pro-rated charges or credits. 

Issues credit through A/R adjustment screen.

Establishes payment arrangement as agreed upon by customer. 

Processes unbillable toll within 24 hours of receipt.

Assists customers with E-Bill sign up steps.

Produces trouble tickets on computer with 99% accuracy.

Initiates workflow to ensure appropriate departments are notified.

Utilizes the proper escalation document to transfer calls to the appropriate team or department to assist customers.

Performs other duties as assigned by management.

This position can be remote in either NE or IN and must be within local driving distance to attend in office meetings, training etc. 

High school graduate or equivalent plus additional specialized training 

3 years customer service experience

2 years customer sales experience

KNOWLEDGE, SKILLS, AND ABILITIES

Detailed knowledge of current service order software

Knowledge of training techniques

Business communication skills – both verbal and written

Customer relations skills

Specific overall telephony, Internet and video service knowledge

Computer skills including Microsoft Word, Microsoft Excel, Microsoft Outlook, and SalesForce

10-key calculator skills

Filing skills

Attention to detail

Ability to handle multiple job functions

Strong organizational skills

Planning skills

Competitive salary and benefits provided.  EOE.

Visit www.gpcom.com/careers to apply.

High-performing network, high-performing people.

Great Plains Communications is the leading fiber-driven technology provider in the Midwest, delivering fast, reliable solutions including high-speed internet and a full suite of residential and business services to nearly 200 communities across Nebraska, Colorado, Iowa and Southeast Indiana. Powered by our 19,000-mile MEF-certified, high-capacity network, we provide state-of-the-art connectivity to homes, businesses and carriers backed by custom-built strategies, expert engineering and local support. 

What sets us apart? An unwavering commitment to customer experience. From design to deployment, maintenance and beyond, our local experts craft tailored solutions and deliver personalized, ongoing support to keep communities seamlessly connected.