Customer Service Representative
GFI Digital, Jefferson City, MO, United States
Why GFI?
GFI Digital is an industry‑leading provider of office technology solutions, helping businesses thrive for over 25 years. From managed IT and print solutions to networking, security, and unified communications, we make technology simple and impactful for our clients. Our success is driven by our people, and we’re committed to creating an environment where employees can grow, learn, and build long‑term careers. If you’re looking for a company that truly cares about its people and its customers, GFI Digital is for you!
Job Summary The Customer Service Representative’s primary responsibility is to ensure that we are giving excellent customer service and accurately billing our customers. This individual also supports the Sales and Service Departments to build our customer base.
Principal Duties & Responsibilities
Answer and return any customer phone calls
Gather information about current customers (average monthly volumes, service histories, equipment information and billing information) for the Sales Representatives
Assist customer inquiries regarding invoices, contract rates, and leasing questions.
Check policy on each new contract received
Process sales discounts to make service whole on any contract that is not written at policy
Enter sales discounts into Sales Scorekeeper so commissions can be correctly figured for sales reps.
Set up new maintenance contracts to bill the customer or the leasing company
Create and load meter contact information for each contract set up
Collect and enter meter reads by phone, fax, email, or FM Audit
If no meter is provided by the customer, then we need to contact them by phone
Responsible for ensuring all contract records are billed in a timely manner whether it be monthly, quarterly, annually or any other billing frequency
Maintain manual spreadsheets for large customer accounts (each customer service employee has accounts that require special handling that they monitor)
Work with leasing companies (Wells Fargo, CIT, US Bank, Great America, Gibbs Leasing) to correct customer billing issues and setup and maintain maintenance contracts
Check the contract billing queue for low and high dollar invoices to avoid billing errors
Sort and distribute invoices daily for GFI, Gibbs Technology, and DigitalNet
Correct billing errors on invoices due to incorrect meter reads or any contract errors
Process final billings for returned machines and terminate contracts
Cancel contracts upon request by customers
Run and review reports monthly for cleanup
Audit customer accounts upon request
Gather information for auditors
Respond to inquiries from the call center
Update customer addresses and create new customer numbers when needed
Actively participate in monthly one on ones with management, coming prepared with updated MAC MAP
Establish and review procedures and processes for the team as needed
Participate and assist with training when needed in the department
Perform other assigned tasks and duties necessary to support the company
Assist other departments when needed
Other duties as assigned
Knowledge, Skills & Abilities
Knowledge : This position requires 2+ years of experience in a customer service position.
Skills : Must have excellent customer service skills. Attention to detail and accuracy is extremely important. Excellent organizational skills are also necessary. Must also possess excellent written and oral communication skills.
Abilities : Intermediate proficiency with Microsoft Office programs: Excel, Word and Outlook is required. Must have ability to multitask and meet assigned deadlines.
Benefits & Perks We believe in taking care of our team both professionally and personally. That’s why we offer a comprehensive benefits package designed to support your health, financial well‑being, and work‑life balance.
Financial & Retirement
401(k) with company match to help you plan for the future
Referral bonus program. Get rewarded for bringing great people to the team.
Health & Wellness
Medical, Dental, and Vision Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Company provided Life Insurance, STD, LTD and AD&D
Employee Assistance Program (EAP) for confidential counseling and support services
Paid Time Off starting on your hire date
Sick Time Off
Employee Discount Program for added savings
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Job Summary The Customer Service Representative’s primary responsibility is to ensure that we are giving excellent customer service and accurately billing our customers. This individual also supports the Sales and Service Departments to build our customer base.
Principal Duties & Responsibilities
Answer and return any customer phone calls
Gather information about current customers (average monthly volumes, service histories, equipment information and billing information) for the Sales Representatives
Assist customer inquiries regarding invoices, contract rates, and leasing questions.
Check policy on each new contract received
Process sales discounts to make service whole on any contract that is not written at policy
Enter sales discounts into Sales Scorekeeper so commissions can be correctly figured for sales reps.
Set up new maintenance contracts to bill the customer or the leasing company
Create and load meter contact information for each contract set up
Collect and enter meter reads by phone, fax, email, or FM Audit
If no meter is provided by the customer, then we need to contact them by phone
Responsible for ensuring all contract records are billed in a timely manner whether it be monthly, quarterly, annually or any other billing frequency
Maintain manual spreadsheets for large customer accounts (each customer service employee has accounts that require special handling that they monitor)
Work with leasing companies (Wells Fargo, CIT, US Bank, Great America, Gibbs Leasing) to correct customer billing issues and setup and maintain maintenance contracts
Check the contract billing queue for low and high dollar invoices to avoid billing errors
Sort and distribute invoices daily for GFI, Gibbs Technology, and DigitalNet
Correct billing errors on invoices due to incorrect meter reads or any contract errors
Process final billings for returned machines and terminate contracts
Cancel contracts upon request by customers
Run and review reports monthly for cleanup
Audit customer accounts upon request
Gather information for auditors
Respond to inquiries from the call center
Update customer addresses and create new customer numbers when needed
Actively participate in monthly one on ones with management, coming prepared with updated MAC MAP
Establish and review procedures and processes for the team as needed
Participate and assist with training when needed in the department
Perform other assigned tasks and duties necessary to support the company
Assist other departments when needed
Other duties as assigned
Knowledge, Skills & Abilities
Knowledge : This position requires 2+ years of experience in a customer service position.
Skills : Must have excellent customer service skills. Attention to detail and accuracy is extremely important. Excellent organizational skills are also necessary. Must also possess excellent written and oral communication skills.
Abilities : Intermediate proficiency with Microsoft Office programs: Excel, Word and Outlook is required. Must have ability to multitask and meet assigned deadlines.
Benefits & Perks We believe in taking care of our team both professionally and personally. That’s why we offer a comprehensive benefits package designed to support your health, financial well‑being, and work‑life balance.
Financial & Retirement
401(k) with company match to help you plan for the future
Referral bonus program. Get rewarded for bringing great people to the team.
Health & Wellness
Medical, Dental, and Vision Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Company provided Life Insurance, STD, LTD and AD&D
Employee Assistance Program (EAP) for confidential counseling and support services
Paid Time Off starting on your hire date
Sick Time Off
Employee Discount Program for added savings
#J-18808-Ljbffr