• Answer incoming calls and respond to customer’s emails • Manage and resolve customer complaints • Identify and take ownership of issues, escalate to supervisors as necessary • Provide product and service information to customers • Research required information using available systems and tools • Process orders, forms, and applications • Route calls to appropriate resources when necessary • Document all call information according to standard operating procedures • Recognize, document, and alert the management team of trends in customer calls • Reconcile client accounts based upon research findings including problems related to rate issues, unbilled features, and existing contract terms • Resolve billing inquiry requests using MetTel systems to identify and correct errors • Process customer account credits through the documentation and approval process • Act as a billing resource to the customer support teams to provide coaching, education, and training • Act as a liaison between account management teams and the customer • Assist in preparing variance analysis and performance reports • Other duties as assigned