Customer Service Representative

Position Purpose/Summary

The Retail Customer Service Representative is committed to providing the highest quality of service to the communities, customers, and employees we serve by fulfilling our customers’ needs by offering the latest in technological advances allowing them to keep pace with the growing demands of a global economy.

Primary Duties & Responsibilities

Maximize customer revenue opportunities through explanation of products and services available to meet customer needs.

Sell products and services. Ensure individual, team and company goals and objectives are met

Provide information to customers relating to the application for, installation of, and policies and procedures relating to local and long-distance telephone, cable television and internet services.

Administrative duties relating to local and long-distance telephone, cable television, and internet services.

Verify customer-provided information prior to the processing of service orders. Enter service orders into the database, process service orders for installation, disconnection, and feature changes by computer.

Assist customers by answering billing questions, determining deposits, and approving credit memos by adhering to American Broadband policies and procedures and Tariff requirements; log credit deposit information, and determine payment options for customers that have overdue accounts.

Facilitate trouble reports for customers and forward information to the appropriate department or individual

Maintain customer plant records.

Assist technicians in clearing troubles.

Assist with bad debt collection, as needed.

Provide pertinent information to technicians and main office personnel, as required.

Assist with or coordinate special projects, as assigned.

Performing all other duties and responsibilities as assigned.

Knowledge, Abilities, & Skills for Success

Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.

Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.

Ability to work as a team member and exert initiative to work independently to reach a goal.

Ability to embrace change in the workplace while encouraging others to seek innovative approaches.

Ability to function effectively as a team player.

Knowledge of and the ability to comply with Company’s Customer Proprietary Network Information (CPNI) regulations and procedures.

Ability to work a flexible work schedule, as needed, to best serve our customers.

Qualifications

At a minimum, the Retail Customer Service Representative must have a high school diploma or equivalent plus 1+ years customer service/sales experience. Basic telephony and cable television experience, inside and out, preferred.