Account Research Specialist in West Point, GA at WOW!

Date Posted: 2/7/2020

Job Snapshot

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  • Experience:
    Not Specified
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Job Description

The Account Research Specialist is responsible for financial balancing and reconciliation of payments, SOX audits, and researching and resolving billing/customer account issues for Residential and Commercial customers.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Aging management for Residential and Commercial accounts
  • Manages delinquent exempt status on accounts
  • Verifies  contract terms utilizing Salesforce
  • Respond to escalated customer account issues, meeting customer expectations and WOW’s customer service standards
  • Process WOW! Business disconnect orders per company guidelines and procedures
  • Quality check disconnect process to ensure any fallout is handled in a timely manner, escalate if needed
  • Process debit and credit adjustments including ETF charges
  • Handle all inquiries regarding misapplied/unposted payments and customer refunds
  • Applies all check reversals & chargebacks to customer accounts
  • Performs posting payments in all formats including physical check, wire, recurring,  plus rejected items from the lockbox
  • Tracks and processes received bankruptcy paperwork
  • Adjusts accounts for returned equipment
  • Posts CMI payments that are received in the CMI system and the Adjustment Agency payments within WOW Billing System
  • Prepares reports for processing of expired/rejected credit card payments and return checks
  • Other duties as assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • High school diploma required
  •   College level coursework in a related business field preferred 

-Experience/Skills Needed:

  • Minimum of 1-2 years of related experience in billing and customer service
  • Excellent communication and customer service skills
  • Good analytical and problem-solving skills

-Computer Skills:

  • Excellent computer skills including Google Suite

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer