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Receptionist/Customer Service Representative

This is a fundamental role that provides a quality customer service experience to ensure that iConvergence is represented as a professional and consistent provider for every customer as a priority. This requires a detail oriented approach to all tasks and a high level of organization while being able to multitask and remain flexible to expand to other tasks on a day to day basis and maintain a positive and professional demeanor with customers and team members alike.

Essential Duties and Responsibilities

  • Quality Customer Service
    • Welcome visitors entering the office and referring them to the appropriate parties.
    • Answer multiline telephone professionally and with a positive demeanor.
    • Print, save and/or mail customer invoices or documentation regularly
    • Perform customer quality checks and follow up on priority/critical tickets and provide timely communication to appropriate parties with updates.
  • Internal Customer Service
    • Work with appropriate team members for ticket management as well as to review time entries and closed tickets for billing purposes
    • Provide support for other department functions.
    • Efficient and friendly communication internally via instant message system or email:
      • customer requested tickets or support request
      • arrival of packages
      • customer contact info
  • Data Management
    • Utilization of internal customer management systems (ie. ConnectWise) to input and maintain customer contacts, support requests, tickets, and other related information.
    • Prepare reports and other documents as directed and ensure information is accurate.
    • Sorts and files records; photocopies and prints documents
    • Addresses, packages, ships, stamps, sorts, and distributes mail
  • Office Administration
    • Keep greetings and announcements on phone system up to date.
    • Responsible for office opening and closing procedures at times.
    • Maintains cleanliness and presentation of reception area, conference rooms and kitchen.
    • Accept delivery of and sort packages while verifying what is being received (occasionally includes lifting / moving up to 25 lbs.)
    • Process Monthly billing to include but not limited to:
      • verification of vendor billing to invoice
      • verification of users, licenses, etc. used monthly
      • verification of customer usage
      • work with vendors for billing issues
      • credits/refunds

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Basic knowledge of MS Excel, Word, Outlook, and PowerPoint required. Experience using a Customer Relationship Management system like ConnectWise, WebEx and/or Microsoft teams is preferred
  • Basic mathematical skills / 10 key efficiency.
  • Must be able to have consistent and regular attendance.

Please note, this job will require you to work in the Lafayette, LA corporate office, located at 2020 West Pinhook Road, Suite 100, Lafayette, LA 70508

This is NOT a remote position.


Please apply at: