We impact people’s lives daily by putting state of the art technology into their hands, and we need you to help us!

You will be the first contact for those reaching our company. You will make a difference and strong positive impact on the customer experience. You will be part of the team who provide customers with assistance via phone or email. You will answer questions, solve problems and make people smile as you help customers navigate products, services and billing.

You won’t just answer calls – you will build connections.

And you will thrive if you:

• Welcome customers with a friendly voice and a kind demeanor
• Enjoy helping customers understand services, billing, and their options
• Have a couple years of customer service or call center experience
• Demonstrate strong computer skills and are tech-savvy or eager to learn more
• Can multi-task like a pro

As a recap, this role serves as primary point of contact for all new and existing customers. The CSR compiles and maintains customer billing records; assists customers with billing inquiries; and processes new service requests, disconnects and special deposits. The representative also assists and educates customers regarding company’s products/services and billing processes. A main responsibility is to answer incoming calls as well.

And we offer a benefit package that compliments many aspects of an employee’s needs and wants. From competitive health insurance with reasonable premiums to a 10% retirement match to 21 PTO days and 8 holidays a year, MTC knows the importance of these benefits to employees. 

Job responsibilities include:

• Engages in customer service activities which include taking service orders, answering billing or other inquiries, new service requests, and disconnects.
• Responds courteously and promptly to customer correspondence via phone, electronic messaging, in writing, or in person. 
• Updates customer records in NISC billing system.
• Processes orders for new services or changes to existing services.
• Assists customers with billing inquiries, service changes, and account updates.
• Manages customer accounts, including activation, deactivation, and modifications.
• Complies with regulatory requirements on LOA, CPNI, PCI, and Broadband Labels.
• Computes customer price comparisons.
• Posts payments daily received to customer accounts and prepares bank deposits in a timely manner.
• Makes billing adjustments to customer accounts when applicable, verifying changes with the Billing Manager.
• Processes month-end account refunds to send to Billing Office Manager.
• Processes delinquent accounts and appropriate escalation to supervisor, attorney and/or collection agency.
• Maintains and updates accurate capital credit records. Gathers appropriate paperwork for capital credit retirements.
• Maintains and refunds customer deposits, as needed.
• Maintains service address request inquiries internally or through our Crowd Fiber system.
• Completes all aspects of the number portability process including the ordering through VFO and other related service provider systems, requesting the requesting the port through Syniverse, and coordinating the installation with internal staff.
• Maintains internal scheduler for install appointments.
• Maintains service address records and verifies data in GIS system and Google Earth.
• Monitors inventory and office supply levels; prepares purchase orders as needed.
• Maintains a clear understanding of our product offerings, including our product and services catalog, features of products, and availability of products by service address.
• Assists with additional functions of the company including marketing or informational mailings.
• Completes or assists with special projects as needed.
• Reconciles NeoNova e-mail accounts quarterly.
• Complies with all company policies.
• Clearly articulates knowledge of McDonough exchanges, as well as McDonough and MTC services and product offerings, including differences between ILEC and CLEC pricing.

Apply now for this opportunity with our company by sending a resume to humanresources@mdtc.net.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, and internal equity. It is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.