Outbound Associate - NewWave Communications - Clinton, IN

• Contact customers by telephone to collect past due accounts and/or equipment.


• If needed, perform call center procedures for requested disconnects, service changes and basic installations for residential and business customers in billing system..


• Able to work a variety of hours


• Provide information to subscribers concerning billing problems, delinquencies and collection procedures.


• Verifies status of customer accounts to determine appropriate action.


• Resolves issues with customers on disputed collection accounts.


• Other duties as assigned.

REQUIREMENTS

• Make contact with assigned customers and secure payment arrangements for the full balance due.


• Assist customers in resolving billing disputes and misapplied payments quickly by coordinating efforts with internal departments.


• Process payment options including check by phone, credit/debit card payments, auto pay for monthly direct debit or credit/debit card payments or direct customers into one of several payment centers.


• Maintain confidential information such as customer billing information and system historical records.


• Document every customer contact clearly and thoroughly in customer’s records.


• Use appropriate system wrap codes or other systemic procedures as required.


• Process other maintenance requests made by customer or NewWave employees which may include billing address change, contact information, etc.


• Provide accurate and timely follow-up as committed to customers and other Service Representatives.


• Provide management immediate feedback as to any recognized trends in customer issues.


• Troubleshoot, recommend solutions and follow up on complex problems as they relate to customer inquiries, billing and collection activities and get assistance or escalate as needed.


• Participate in any and all training programs offered to ensure accurate responses to customers.


• Complete all necessary and required projects as required by management.


• Other responsibilities and projects as required.


• Punctual, regular, and consistent attendance.

QUALIFICATIONS

• Education: High school diploma or recognized equivalent.


• Must have demonstrated courtesy and patience in customer relations, the ability to work independently and the ability to prioritize and organize effectively.


• Need to be able to communicate with the public in a clear and concise manner.


• Need to have basic knowledge of cable television products and services.


• At least one year of customer service experience is required and collections experience is preferred.


• Effective negotiation skills in a fast paced environment are required.


• Must have scheduling flexibility within the time frames determined by department need.

REQUIRED EXPERIENCE/EDUCATION

• High school or equivalent required

WORKING/PHYSICAL CONDITIONS

• Sits for long periods of time.


• Works inside throughout the year.


• Types and reads on a computer.


• Communicates in-person, by telephone and written correspondence.

EOE COMPLIANT

This job description is not intended to be all-inclusive, and employee may also perform other reasonably related business duties as assigned by the supervisor and other management as required. Newwave Communications may need to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.