Overview
We are seeking a full-time Customer Service & Billing Representative 2 in our Yarmouth, ME location. In this role, you will be responsible for providing moderately complex customer support regarding accounts and billing statements for Garmin's inReach products. In addition, this role will answer phone calls, emails, faxes, and letters, escalating issues for resolution, documentation and follow-up when necessary.
Essential Functions
- Receive/answer moderately complex high volume customer phone and email inquiries regarding billing statements, customer accounts and online administration with highest level of professionalism
- Accurately describe plan features, billing statements and online accounts to customers
- Accurately gather customer information and resolve customer billing and account issues and educate customers where applicable
- Process rebates, chargebacks, and assist with other clerical duties
- Remain current and share knowledge with teammates regarding changes in policies, procedures, and product offerings
- Develop and maintain department and company image and philosophy to the public
- Use a variety of systems to respond to customer requests and resolve issues
- Complete tasks and/or projects of moderate complexity with limited process definition
- Provide reliable solutions to a variety of problems using sound problem solving techniques
- Thoroughly document work in an organized manner
- Work collaboratively and professionally in team environment with other Garmin associates to achieve goals
- Mentor team members who are learning products and processes
- Comply with policies and guidelines including performance metrics, call and email quality standards
Basic Qualifications
- High School Diploma or GED AND a minimum of 2 years of demonstrated experience performing a customer service role
- Demonstrates proficient understanding of intermediate Excel functions
- Demonstrated excellence in performing Customer Service & Billing Representative 1 essential functions
- Ability to effectively, accurately and consistently follow CSR administrative processes and procedures
- Demonstrates accurate and effective use of Oracle, DeskPRO, and Engage IP systems
- Demonstrates proficiency using email, HipChat and a Mitel phone system
- Ability to acquire product knowledge required to perform essential functions of this role
- Demonstrates effective verbal, written, and interpersonal communication skills
- Must exhibit professionalism, be team-oriented, possess a positive attitude and work well with others
- Demonstrates excellent time management and follow-up skills
- Ability to work assigned schedule on a reliable and predictable basis
Desired Qualifications
- Successful completion of college level courses in accounting
- Prior experience working in a customer service role for a cellular company
Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age or disability.
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Employment Benefits
