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.

LOCATION

Go-Forth Pest Control offers services throughout regions of North Carolina, South Carolina, Virginia, Tennessee, Georgia, and Texas. The main office is located in High Point, NC. Reasonable commute or planning to relocate before starting work is required.

Pay:

$18.00 - $20.00 per hour

Benefits:

401(k) Dental insurance Health insurance Referral program Vision insurance Application Question(s): Will you now or in the future require sponsorship for employment? Are you currently employed? If currently employed, please provide your current job title, employer name, and dates of employment. Have you ever been discharged, asked to resign, or left a position under unfavorable circumstances? If yes, please explain. Do you understand and agree that if you are hired, you are required to promptly notify Go-Forth Galaxy of any arrest, criminal charge, conviction, or court-ordered obligation that occurs during your employment that could affect your availability, your ability to perform your job duties, or that involves a felony or crime of moral turpitude? (yes or no) What is your email address: Have you worked for Go-Forth in the past? I certify that the information provided in this application, including my employment history, is true, complete, and accurate to the best of my knowledge. I understand that any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if hired, immediate termination of employment regardless of when discovered. I authorize the company to verify all information provided, including contacting previous employers. (Type your full name)

Work Location:

In person