Customer Accounts Admin
Full Time
Company Profile:
Canadian Fiber Optics Corp is a privately held specialty telecommunications company that designs, builds, and operates fiber optic networks to provide high-speed internet services in rural / remote communities and regions. The Company deploys core expertise in fiber construction and strategic industry partnerships to deliver critical fiber infrastructure and high-speed internet services to residential, commercial, and industrial customers. From design and construction to network operations, to the provision of end user services, CFOC connects rural businesses and communities to the world.
Job Summary:
The Customer Accounts Admin will work closely with the Customer Experience Manager to act as the primary point of contact for all customer account-related matters at Northern Lights Fiber. The specialist will be responsible for ensuring accurate account setup, billing, and resolution of discrepancies, while maintaining a customer-first approach. The ideal candidate will be detail-oriented, proactive in problem-solving, and possess excellent communication skills to effectively address customer needs and account issues.
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.
· Product Catalog: Create and manage services and packages for customers.
Skills:
· Strong People Skills: Ability to interact effectively with customers and colleagues, demonstrating empathy, patience, and a genuine desire to serve.
· Problem-Solving: Proficiency in identifying and resolving issues efficiently, utilizing analytical thinking and creative problem-solving techniques.
· Communication: Excellent verbal and written communication skills in English, enabling clear and concise communication with customers and team members.
· Collaborative Approach: Enjoyment of working in a team-oriented, collaborative environment, contributing positively to team dynamics and achieving common goals.
· Organizational Skills: Exceptional organizational skills, including the ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.
· Computer Proficiency: Strong proficiency in Microsoft Excel/Word and general computer skills, facilitating efficient work processes and documentation.
· Efficient Work Management: Ability to organize work efficiently, set priorities, and meet deadlines, ensuring tasks are completed effectively and on time.
· Positive Attitude: Maintain an outgoing, positive attitude, fostering a supportive and engaging work environment and enhancing customer interactions.
Qualifications:
· 2+ years in customer service, billing, accounts administration, or a similar role.
· Prior work in industries such as telecommunications, utilities, or services where account management is crucial is preferred.
· Post-secondary education recommended
Other Requirements:
· This is a full-time position (40 Hrs/week)
