Job Description

Job Purpose

The Customer Account Representative is the engine of the Contact Center department, responsible for high-volume, high-accuracy account provisioning, subscription configuration, billing setup, and direct customer communications. This role acts as both a critical gatekeeper and a front-line voice for the company, ensuring sales data seamlessly transitions into active customer accounts while directly supporting customers over the phone with account inquiries and billing issues.

Key Responsibilities

• Account Provisioning: Review incoming sales data from the CRM and accurately configure new customer accounts, subscription tiers, and profiles.
• Billing & Subscription Setup: Establish recurring billing schedules, payment methods, and automated invoicing parameters with precise data entry.
• Inbound & Outbound Phone Support: Handle inbound phone inquiries regarding account setup, subscription verification, payment updates, and general billing questions. Conduct proactive outbound calls to customers to confirm account setup details, clarify missing information, or resolve payment discrepancies.
• Data Validation: Actively check sales submissions for missing info or internal discrepancies; flag issues back to Sales using standard communication protocols.
• Queue Management & Call Handling: Maintain a high daily output across provisioning queues while managing phone queues, ensuring phone availability and adherence to call resolution and departmental metrics.
• Customer Escalation Handling: Professionally de-escalate customer concerns related to billing and account configuration during live calls, guiding them toward swift resolution or warm-transferring complex issues to specialized teams.
• Cross-Functional Awareness: Participate in cross-departmental shadowing to understand how upstream sales activities impact operational execution and telephone customer experience.
• Queue Output: Consistently meet or exceed daily task completion and call volume targets.
• Call Handling & Quality Metrics: Achieve target First Call Resolution (FCR) rates, maintain average handle times (AHT) within established operational ranges, and adhere to departmental phone availability guidelines.

Analytical Needs & Critical Thinking Requirements

• Discrepancy Investigation: Proactively review data mismatches between sales submissions and customer records to identify root causes and correct errors before account activation.
• Real-Time Problem Solving: Apply critical thinking during live customer phone interactions to untangle complex billing or account disputes, determine appropriate adjustments, and execute solutions.

Required Qualifications

• 2-3 Years Experience in data entry, administrative support, call center operations, or a phone-based customer service role.
• Excellent verbal communication and phone etiquette, with a clear, articulate, and empathetic communication style.
• Exceptional attention to detail with a track record of maintaining high accuracy under tight timelines while juggling live call interactions.
• Strong written and verbal communication skills, with the ability to provide clear, professional feedback to internal teammates and external customers.
• Experience using spreadsheets, email, and other basic office software.

Preferred Qualifications

• Bachelor’s degree or 3-5 years of demonstrated experience
• Strong tech literacy, with prior experience using CRM systems (e.g., Salesforce, HubSpot, or industry-specific tools) and cloud telephony/call center software.
• Customer Account Representative Stretch Goals:

Proficiency Pillars (Metrics):

• Maintains an account setup accuracy rate of ≥ 98.5% over a rolling 90-day period.
• Consistently meets or exceeds daily queue/volume targets while maintaining optimal First Call Resolution (FCR) rates and low average call handle times (AHT).

Knowledge Milestones (Skills):

• Mastery of all standard CRM billing, subscription, and account configurations.
• Demonstrated ability to identify and correct basic data mismatches during live phone interactions without assistance.
• Advanced call control and de-escalation skills when addressing account or billing disputes.
• Trend Analysis & Process Improvement: Identify recurring upstream errors in CRM entries, document systemic bottlenecks, and formulate actionable feedback and process recommendations for Sales Team Leads and department leadership.
• Systemic Workflow Navigation: Understand multi-layered CRM and telephony systems to effectively evaluate how individual account adjustments impact downstream reporting, billing cycles, and cross-functional teams.

Cohesion & Leadership (Silo-Busting):

• Can professionally draft and deliver "error feedback logs" back to leadership when data entry rules or sales-to-service handoffs are missed.