Affordable Connectivity Program Enrollment and Support Specialist
Wideopenwest

Job Info

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For remote positions, employees must sit in one of the following states: AL, CO, FL, GA, MI, OH, SC, and TN. Please only apply if you are able to live and work full-time in one of the states listed above; your application will not be considered or reviewed if you live outside of these states. State locations and specifics are subject to change as our hiring requirements shift.

The ACP Enrollment & Support Specialist is responsible for answering inbound customer calls to provide assistance to enroll in the Affordable Connectivity Program (ACP) or receive support for ACP-related billing and general inquiry topics.The role of the ACP Enrollment & Support Specialist is critical in shaping the overall perception of the company and the support of customers in ACP, as the people in this role are the voice of WOW!

What you'll do:

• Provide support for new ACP enrollments, changes and transfers in benefits, upgrades, downgrades, disconnects, equipment changes and non-usage removals
  
• Provide support for questions related to ACP benefit, non-usage callbacks, annual recertification process, Economy 50 repackaging and ACP gift cards
  
• Provide information and educate customers regarding their questions related to billing cycles, payment due dates and the impact of non-pay status
  
• Review and analyze the customer's account and educates the customer on other services that might be of interest
  
• Identify customer's need for line of business upgrade or downgrade in order to retain business
  
• Accurately educates the customer on general charges to their account based on package and pro-rations when changes are made to their account
  
• Accurately completes required account documentation for each customer interaction
  
• Other duties as assigned
  

What we're looking for:

Education:

• Must possess a high school diploma or equivalent
  

Experience/Skills Needed:

• Must possess a positive, can do attitude that is focused on providing an excellent customer service experience
  
• At least one year of customer service experience is required.
  
• Excellent communication skills including active listening skills, the ability to communicate effectively over the telephone.
  
• Ability to add, subtract, multiply and divide figures and amounts using whole numbers, common fractions and decimals
  
• Ability to read and interpret documents such as product information, training materials and company policies
  
• Ability to multi-task and function effectively and consistently in a fast-paced environment
  

Computer Skills:

• Ability to use G suites, Internet Software and email
  
• Must be capable of becoming proficient in the use of applicable billing systems and internal knowledge tool (training provided)
  
• Experience with ICOMS billing systems a plus
  

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• regularly required to talk and hear
  
• required to use hands to type, handle objects and paperwork
  
• required to use close vision and be able to focus
  

Wondering if you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but don't check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

#LI-remote

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

This job has expired.