DISYS Hiring for Business Account Representative at Remote Full Time

Job Title: Business Account Rep

Location: Remote Work from Home (WFH)

Duration: 6 Month

Description:

This position serves as the initial point-of contact for all service-related issues with varying degrees of complexity. The Business Account Rep analyses customer inquiries to determine the best course of action for one-call resolution while managing team and individual productivity goals and maintaining the highest level of customer service. Accountabilities:

Responsibilities:

· Interact with customers via phone and e-mail in a professional and expedient manner by thoroughly analysing and resolving inquiries and/or providing comprehensive responses accordingly.

· Ensure the timely resolution of all customer requests by identifying the cross-functional remediation necessary while achieving the pre-established service level time frames.

· Cross-functional requests may include but is not limited to remittance inquiries, billing inquiries, pricing and/or renewal inquiries.

· Analyse and reconcile customer accounts with respect to provision of service, billing and payment, and utility related information. Escalate issues as appropriate.

· Perform customer surveys for measurement of interaction quality and Net Promoter Score.

· Prepare and explain ad hoc excel-based reports for customers, brokers and internal functional teams regarding billing, payment, and account balance activity.

· Perform basic financial analysis to determine amounts required for refunds, credits, and lost savings requests; Prepare summarized reports required for approval of financial adjustments.

· Effectively communicate resolution steps and results upon closure of escalated issues.

· Track and maintain interaction data for analysis of customer trends by updating DEB’s customer management systems.

· Support customer contract renewal requests by coordinating with respective teams.

· Ensure customers understand contract provisions by having a comprehensive understanding of DEB’s products and services, and the end-to-end customer lifecycle.

· Maintain personal productivity and quality standards to ensure a positive and consistent customer service experience.

· Identifies problems and trends based on call types and communicates to management.

· Agents may also assume ownership of additional role and responsibilities including subject matter expert, employee engagement and other activities by displaying proficiency in their daily core accountabilities.

Job Type: Contract

Pay: $15.00 – $17.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

License/Certification:

• Driver’s License (Preferred)

Work Location: Remote