What are the responsibilities and job description for the Customer Service Representative - Lavaca position at Dobson Fiber?
Description
The Customer Service Representative role involves providing professional and efficient customer service by managing inquiries, resolving issues, and maintaining accurate customer records. Responsibilities include assisting with billing, account activations, troubleshooting, and processing payments. The position requires fostering customer relationships, handling complaints, and managing high call volumes while adhering to company policies and maintaining confidentiality.
RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO :
- Professionally manage incoming customer requests, ensuring prompt and thorough resolution of issues.
- Efficiently gather and document customer information, address needs, provide education to reduce repeat contacts, and record interactions in the contact tracking system.
- Deliver exceptional service in areas such as billing, account activations, and system troubleshooting.
- Identify and assess customer needs to achieve satisfaction and build trust.
- Maintain accurate and up-to-date customer records.
- Foster strong relationships with customers through open and interactive communication.
- Provide accurate, complete, and valid information using appropriate tools and methods.
- Address and resolve customer complaints with appropriate solutions, ensuring timely follow-up.
- Handle customer interactions via phone, email, or mail, including order placement, refunds, and exchanges.
- Collaborate with the customer service supervisor to ensure service excellence.
- Process payments and collect pertinent customer information such as addresses and contact details.
- Persuade customers to reconsider cancellations when appropriate.
- Utilize computer systems effectively to manage high call volumes.
- Contribute to a positive team environment with strong motivation and teamwork.
Additional Responsibilities :
Knowledge, Skills, and Abilities :
QUALIFICATIONS INCLUDE :
Work Environment :
Equal Opportunity Employer
We are an Equal Opportunity Employer (M / F / D / V) and maintain a Drug-Free Workplace.
