Customer Service Representative I

Position Summary::
Serves as initial point of contact for customer issues with a goal of providing first call resolution. May work in three primary areas: Service and Sales, Billing and Credit, and Collections. CSRs functioning at this level are capable of working in Service and Sales and assisting with Billing or Credit duties where predetermined guidelines are established. CSRs may work various locations, days, and hours according to schedule and need.:

Criteria:
Education/Experience:
Associate degree in business or related area with one year of customer service experience or: high school diploma (GED) with three years’ customer service experience. Experience with an automated customer service system, billing, and/or credit preferred.

Skills/Abilities:
Able to operate a computer and 10-key calculator proficiently. Must possess excellent math and analytical skills and ability to communicate effectively and professionally.

Certifications/Licenses:
None.

Physical Demands:
The ability to use a computer keyboard effectively. The ability to orally communicate by telephone and person to person. The ability to see and read printed material. The ability to process monetary payments and make change.

Work Environment:
Indoor office conditions.

Telephone:
Must maintain an operating telephone and furnish the number to his/her supervisor for emergency contact after hours.

Essential Functions:

• Processes information and determines deposit requirements.
• Establishes accounts and processes orders to initiate service as well as discontinue service.
• Demonstrates a positive rapport with customers at all times.
• Processes paperwork and updates database to ensure proper records management.
• Mails information on new services to customers.
• Makes changes to accounts as necessary.
• Handles complaints, takes ownership, and does everything possible to resolve customer issues.
• Consults with customers to recommend and sell a variety of telecommunications and cable products and/or services to meet customer needs.
• Uses appropriate sales techniques to encourage good customer relationships and enhance the buying experience.
• Listens attentively to understand customer needs and determines solutions to meet or exceed the customer expectations whenever possible.
• Maintains knowledge of company services, products, pricing, etc. and prompts sales.
• Advises customers on service-related issues and processes service requests.
• Maintains records concerning permits and fees for contractors.
• Maintains knowledge of the billing process and current rates.
• Advises customers on methods to conserve usage.
• Analyzes discrepancies and calculates bill adjustments within policy guidelines.
• Maintains knowledge of credit and collections process.
• Authorizes delay of payment requests within procedural guidelines.
• Analyzes database and credit reports to determine credit worthiness.
• Assists in the collection of bad debts.
• Counsels customers and negotiates payment terms for delinquent accounts.
• Analyzes and updates records to advise Customer Service Representatives of fraud or theft of service.
• Prepares documents for various agencies to assist customers in receiving financial assistance when necessary.
• Issues letters of credit on behalf of customers as needed.
• Calculates deposit requirements for bankruptcy customers.
• Makes recommendations for improvements to immediate supervisor.
• Performs duties at various locations throughout the company (i.e. Customer Center, Call Center, and Main Office) and works various hours and days according to location needs.
• Performs additional duties as requested.