Customer Care Rep IV


GENERAL DESCRIPTION: This is an advanced position supporting large business customers with basic to complex services that answer and resolve customer inquiries. This role enhances the customer experience by providing superior support for all non-contract activities to the customers assigned to the Account Manager bases or other business customers.


  • Answering inbound calls from customers and internal personnel using multiple systems’ information and other reference materials
  • Processing service change requests
  • Explaining billing statements and call detail information
  • Investigating billing errors and account credit requests. Making decisions utilizing investigation analysis, preparing supporting documentation
  • Processing various types of account rates, as needed for the customer for incorrect rates, carrier billing, etc.
  • Obtain and maintain product knowledge at expert level
  • Support customer email requests and/or e-chat
  • Consistently display advanced troubleshooting and follow up skills
  • During high volume or staffing limitations will participate in repair activity on the customer’s behalf internally and with third parties
  • LSR/CSR Processing
  • Utilization report processing
  • Credit request – front line approval
  • Projects and other duties as assigned


  • 5+ years customer service experience required
  • 3-5 years telecommunications experience required
  • Understanding of LEC, CLEC, IXC and Access Provider services
  • Working knowledge of Hosted PBX service preferred
  • Must display excellent communication skills and professionalism
  • Ability to sit for extended periods of time in a classroom type environment
  • Proficient use of the English language both written and oral
  • Accomplished in use of Microsoft Office Suite – Word, Excel, Outlook
  • Ability to multi-task in a dynamic business environment