Hybrid Customer Accounts Administrator

at Canadian Fiber Optics

• Job title: Customer Accounts Administrator
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Swift
• Location requirements: Hybrid, Grande Prairie, Canada

About the role

• Customer Account Administrator managing customer accounts and billing resolution for Canadian Fiber Optics. Collaborating with finance and ensuring accurate account management in a hybrid work environment.

Responsibilities

• Account Monitoring: Continuously monitor customer accounts for discrepancies, errors, or issues, ensuring swift resolution and accurate account management.
• Billing Accuracy: Review daily billing schedules for appointments and ensure all charges are accurate.
• Delinquency: Process and manage monthly delinquent and bad debt accounts in accordance with company policies and procedures.
• Payment Issue Resolution: Handle payment reversals, resolve escalated payment method issues, and provide timely solutions for customers experiencing billing concerns.
• Escalation Management: Take ownership of escalated customer issues, particularly related to payment methods and billing discrepancies.
• Collaboration with Finance: Assist the Finance team with various billing-related tasks, reporting, and reconciliations as needed.
• Business & Special Accounts Management: Oversee and manage business accounts, including the setup of billing information and collaboration with the Accounts Payable (AP) department.

Requirements

• A minimum of 2 years in customer service, billing, accounts administration, or a similar role.
• Experienced working in industries such as telecommunications, utilities, or services where account management is crucial is preferred.
• Ability to interact effectively with customers and colleagues, demonstrating empathy, patience, and a genuine desire to serve.
• Proficient in identifying and resolving issues efficiently, utilizing analytical thinking and creative problem-solving techniques.
• Excellent verbal and written communication skills in English, enabling clear and concise communication with customers and team members.
• Enjoyment of working in a team-oriented, collaborative environment, contributing positively to team dynamics and achieving common goals.
• Exceptional organizational skills, including the ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.
• Strong proficiency in Microsoft Excel/Word and general computer skills, facilitating efficient work processes and documentation.
• Ability to organize work efficiently, set priorities, and meet deadlines, ensuring tasks are completed effectively and on time.
• Maintain an outgoing, positive attitude, fostering a supportive and engaging work environment and enhancing customer interactions.

Benefits

• competitive wages – including strong commission-based compensation
• many opportunities to learn and grow