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Customer Service Representative Fully Remote - US

Future Opening: Customer Service Representative

Full Time • Fully Remote - US
Benefits:
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Training & development
  • Vision insurance
  • Wellness resources
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discounts
Job Title Customer Service Specialist
Non-Exempt:  Yes
Remote: Yes
Department: Customer Service 
Reports To: Customer Service Manager
Work Hours: 10:00 AM -7:00 PM
 
About MuniBilling
MuniBilling provides a comprehensive Electronic Bill Payment & Presentment as a Service (EBPPaaS) for public and private municipalities, homeowner associations, and property management groups. We offer both subscription and flexible managed service solutions. We are experts in modernizing billing operations.  We are devoted to our clients' success through implementation and beyond. 
 
Headquartered in Greensboro, North Carolina, we foster an informal, collaborative environment and value feedback and open communication. Full-time, competitive pay, great benefits (medical, dental, vision, life), 401k with company match, and a great work environment.
 
Role:
The mission of MuniBilling Customer Service is to provide real-time answers to common production issues received at the MuniBilling Call Center from both billed customers and MuniBilling utility client end-users. Complex issues are escalated to the appropriate professional service team (e.g., Managed Services or Client Success) for further investigation and resolution. 
 
The Customer Service Specialist contributes to the Customer Service Team by: 
  • Communicating precise and timely resolution to phone and email inquiries.
  • Capturing the customer’s perspective of MuniBilling’s professional services and technology.
  • Identify recurring patterns in problems and participate in root cause analysis (RCA) initiatives to prevent recurrence.
  • Acting as a liaison between the customer and MuniBilling service delivery teams on escalated issues.
  • Develop and document content in the MuniBilling FAQ Knowledge Base.
Career Growth Opportunities:
MuniBilling offers robust career growth options, including vertical growth within a specific domain of subject matter expertise (SME) and career diversity across other domains within MuniBilling.  
 
Essential Functions:
  • Be the frontline support on behalf of all MuniBilling professional service delivery teams.
  • Document incoming calls and email requests into the MuniBilling CRM.
  • Resolve issues and troubleshoot problems.
  • Provide clarification about using the MuniBilling product and other services.
  • Identify potential root causes of a problem and either provide corrective action or escalate to the appropriate service delivery team.
  • Provide customers with follow-up status on escalated issues.
  • Empathize with the customer as you work to resolve their problem.
  • React positively to neutralize emotionally charged situations.
  • Gather and document feedback in the MuniBilling CRM when resolving customer complaints.
  • Seek confirmation to document praise about positive experiences with MuniBilling.
  • Track individual contribution to Customer Service Key Performance Indicators (KPIs) and other Objectives and Key Results (OKRs)               metrics.
Competencies:
  • Excellent communication and interpersonal skills.
  • Personal accountability – someone who does not need to be micromanaged
  • Strong skills in prioritization, time management, and problem-solving.
  • Ability to prioritize and perform effectively while empathizing with the customer.
  • A diagnostic mindset can gather the appropriate data points and analyze information to render timely resolutions.
  • Flexible contributor who can accommodate frequent interruptions and assist other team members as needed.
  • Proficient in common desktop tools such as a spreadsheet and a word.
  • Proficient in commercial software applications such as Customer Resource Management (CRM) and Helpdesk.
Supervisory Responsibilities:
None
 
Required Education and Experience:
  • At least one year of customer support experience managing call and email inbound communication for a technology company,                preferably a SaaS solution provider.
  • One year of experience using a CRM tool or commercial Helpdesk software application
  • Experience navigating complex software applications with speed and accuracy.
  • High school diploma or GED
Preferred Education and Experience:
  • Ability to adapt communication style to a wide variety of personalities and situations.
  • Skilled at soliciting feedback in both adverse and positive situations. 
  • Prior experience working in a call center for a utility business.
  • Technical Savvy to multitask and navigate through computer systems and applications with speed and accuracy
Affirmative Action/EEO statement 

MuniBilling is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. MuniBilling is proud to be a drug-free workplace. As a condition of employment or during employment, screening tests for alcohol and illegal drugs may be performed on applicants and employees. 

Other duties 

Please note that this job description is not intended to cover or provide a comprehensive listing of the activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This is a remote position.

Compensation: $16.00 - $18.00 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.





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