Customer Specialist: USAC

USAC, a dyn ami c company in downtown DC, has an outstanding opportunity for a Customer Specialist. This position is responsible to provide support for both Contributors and Service Providers for the Universal Service Fund. This position will answer both inbound and outbound USAC customer inquiries and provide proactive support via multiple methods of communication, and will act as a liaison between the customers and the USAC functional Teams. This position is responsible for all 1st, 2nd, and 3rd level Customer Support and analysis.

The successful candidate will have:

· 1 - 2 years of call center experience;

· 1 - 3 years of customer service and customer issue troubleshooting experience;

· 1 - 2 years of technical support;

· Strong attention to detail with good follow-up skills;

· Excellent written and oral communication and problem solving skills;

· 1 year of experience with billing and invoicing desired;

· 6 months to 1 year of Telecommunications Experience desired.

Responsibilities include:

· Responsible for the daily management and processing of approximately 2,400 1st, 2nd, and

3rd level customer inquiries for Contributors and Service Providers for the Federal Universal Service Fund annually. Provide independent analysis and review for customer accounts not limited to Billing;

· Account Reconciliation, Disbursements and AP information, and the data filed on the FCC

form 498 and FCC Form 499;

· Assist customers in the completion of USF related forms not limited the FCC Form 499A,

499Q, and 498 as the subject matter experts;

· Act as the USAC point of contact for the other USF Call Centers , and well as the 3rd level

support desk for Customers requesting additional support with the other USF Call Centers;

· Support USAC customers in correcting the data to ensure an accurate submission;

· Perform Data Entry of paper copy forms as requested by USAC management for forms

received form USAC customers. Approve completed forms in accordance with current

regulations and Service levels;

· Retrieve and reproduce documents at the request of USAC Management, and USAC

Auditors;

· Review form filings as they relate to Late Filing and Late Payment fees. Advise functional

staff as to the validity of requests for waiver of such fees;

· Validate submissions made by USAC Customers via the on-line filing system;

· Provide Level 1 and level 2 support for the USAC on-line filing system;

· Review, reset, manage, and suspend on-line filing user accounts in accordance with the

USAC terms and conditions.

Competitive salary, with excellent benefits package. If interested, please submit a letter of interest, resume and salary history/requirements to jobs .finance@usac.org. Can also fax to 202-777-0293 or mail to HR, 2000 L Street, NW, Suite 200 , Washington , DC 20036

Only principals will be accepted. No agencies please. EOE