The Onboarding Representative - Billing and Onboarding is a vital team player in the onboarding process focusing on successful setup and management of new customers. This position will ensure that an excellent standard of service and a high level of customer satisfaction is maintained. This position reports to the Customer Onboarding Manager - Billing and Onboarding. The Customer Onboarding Representative ensures all goals, objectives, and agreed upon levels of service are met.
RESPONSIBILITIES
Essential Duties and Responsibilities include, but are not limited to the following:
- Execute onboarding and set-up tasks for new customers – occupancy lists, signed customer agreements and security deposits
- Communicate and work with developers to obtain vital information for new customers and building set up
- Communicate and work with other internal departments to ensure a seamless and successful onboarding process for current customers
- Handling client and customer inquiries – verbally & written
- Resolve customer complaints ensuring policies and procedures are followed
- Identify, resolve, and escalate in a timely manner all issues and/ or disputes to the appropriate people.
- Record in a clear and concise manner all customer service activities / comments and contact information on customers account
- Ensure all Provident policies and procedures are followed.
- Provide a high level of customer service in a professional and courteous environment.
- Provide initiative and ideas on the improvement of work processes.
- Any and all other duties as required to meet team's objectives.
CORE COMPETENCIES
- Adaptability
- Communication
- Initiative
- Dependability
- Organization Skills
- Teamwork
- Problem Solving
REQUIREMENTS
- A minimum of two (2) years’ work experience for a utility provider
- A minimum of two (2) years’ work experience in Customer Service
- Must be proficient in MS Office
- Occasional overtime may be required to meet business needs.
- Ability to deliver exceptional customer service in a fast paced and changing environment
- Strong written & oral communication skills
- Self-motivated, well organized and the ability to learn quickly
- Ability to manage multiple tasks and adapt quickly to changing priorities
- Energetic team player
WORKING CONDITIONS
- Office setting with frequent sitting at desk
- Ability to attend and conduct presentations.
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required.
- Lifting or moving up to 10lbs may be required.