Customer Account Representative

The Customer Account Representative is the engine of the Contact Center department, responsible for high-volume, high-accuracy account provisioning, subscription configuration, billing setup, and direct customer communications. This role acts as both a critical gatekeeper and a front-line voice for the company, ensuring sales data seamlessly transitions into active customer accounts while directly supporting customers over the phone with account inquiries and billing issues.

Key Responsibilities

• 🔹Account Provisioning: Review incoming sales data from the CRM and accurately configure new customer accounts, subscription tiers, and profiles.
• 🔹Billing & Subscription Setup: Establish recurring billing schedules, payment methods, and automated invoicing parameters with precise data entry.
• 🔹Inbound & Outbound Phone Support: Handle inbound phone inquiries regarding account setup, subscription verification, payment updates, and general billing questions. Conduct proactive outbound calls to customers to confirm account setup details, clarify missing information, or resolve payment discrepancies.
• 🔹Data Validation: Actively check sales submissions for missing info or internal discrepancies; flag issues back to Sales using standard communication protocols.
• 🔹Queue Management & Call Handling: Maintain a high daily output across provisioning queues while managing phone queues, ensuring phone availability and adherence to call resolution and departmental metrics.
• 🔹Customer Escalation Handling: Professionally de-escalate customer concerns related to billing and account configuration during live calls, guiding them toward swift resolution or warm-transferring complex issues to specialized teams.
• 🔹Cross-Functional Awareness: Participate in cross-departmental shadowing to understand how upstream sales activities impact operational execution and telephone customer experience.
• 🔹Queue Output: Consistently meet or exceed daily task completion and call volume targets.
• 🔹Call Handling & Quality Metrics: Achieve target First Call Resolution (FCR) rates, maintain average handle times (AHT) within established operational ranges, and adhere to departmental phone availability guidelines.