What are the responsibilities and job description for the Customer Service Representative position at Peoples Communication?
Department: Customer Service
FLSA Status: Non-Exempt
Reports To: Customer Service Supervisor
General Summary:
As the primary point of contact for new customers, you will play a key role in providing exceptional service experiences. You'll assist customers with billing inquiries, service requests, and account changes, ensuring seamless transitions and resolving service-related concerns. You'll also promote our range of services while building strong relationships with both new and existing customers.
Essential Job Functions:
- Provide personalized customer service, handling billing inquiries, service activations, changes, and disconnects with efficiency and empathy. And complete the service order entry process for all above listed duties.
- Conduct credit assessments for new customers, ensuring compliance with company policies.
- Proactively promote and sell company services, tailoring solutions to meet customer needs.
- Manage service disconnects and reconnects for customers with overdue accounts.
- Prepare and process service applications timely and accurately.
- Receive and process customer payments, ensuring accurate account postings and issuing receipts promptly.
- Use effective communication, written and verbal, to develop customer correspondence and maintain professional interactions.
- Utilize telecommunications knowledge to address customer questions and concerns effectively.
Knowledge, Skills and Abilities:
- Proficiency in telecommunications technology, products, and services.
- Strong understanding of company policies and procedures.
- Sales and marketing awareness to promote services effectively.
- Ability to operate office equipment and various software applications.
- Excellent oral and written communication skills, including email etiquette.
- Proven ability to multitask and prioritize work assignments effectively.
- Sound decision-making skills and problem-solving abilities.
- Commitment to confidentiality and maintaining customer trust.
- Adaptability to handle interruptions and resolve issues promptly.
- Attention to detail in all aspects of job duties.
- Team player mindset with the ability to collaborate effectively.
Education and Experience:
- High school diploma or equivalent.