What are the responsibilities and job description for the Customer Care Coordinator position at RTC Communications?
Mission & Vision:
RTC Communications exists to provide quality and reliable communications, entertainment, and technology products and services to Daviess, Martin, Lawrence, and Knox counties. RTC seeks to deliver the future today to our customers and community. Our number one priority has been to combine state-of-the-art technology and old-fashioned service to provide you and your business with the highest quality communications available.
Company Background:
RTC Communications, headquartered in Montgomery, Indiana, is a Certified Gigabit and Smart Rural Community Provider paving the communication way in Southern Indiana. Since 1949, RTC’s focus has been on serving the internet, entertainment, voice, and business service needs of customers in our area. The company leverages 75 years of knowledge, intelligence, and expertise to deploy fiber optic and advanced services. RTC customers have access to IntelecynTM Speed, world-class broadband internet riding on the latest optical Fiber to the home (FTTH) network, which can reach speeds of up to 1 gigabit. Additionally, RTC provides Intelecyn Entertainment, Intelecyn Home, and Intelecyn Business solutions.
RTC is committed to changing lives one connection at a time by connecting Southern Indiana communities and their members to what means most to them!”
Someplace along the way, it is assumed that the typical employee will have 10, 20, or even more jobs during their lifetime. At RTC Communications, we defy conventional wisdom and have team members with over 30 years of service. Why? Because they are fulfilled, not just economically but also emotionally. Each person truly can see how what they do contributes to the success of the company and the happiness of our customers. When you can draw the line between what you do and the customer, it is bound to be a positive equation that can create a great moment for you and the company. At RTC, innovation, ingenuity, and integrity intersect with tradition.
JOB SUMMARY
The Customer Care Coordinator will think critically, listens actively, and makes sound decisions in a fast-paced contact center environment, and participates in the development of the department by providing input on customer feedback, the effectiveness of current practices, and providing suggestions for how RTC can make each customer experience world-class.
RESPONSIBILITIES
- To assist the Customer Care Team with overflow of calls
- Handling the process payments and prior cash-handling experience
- Ability to make outbound calls to commercial and residential customers
- Data Entry – service orders and trouble tickets
- Maintains a professional appearance in office casual attire
- Working knowledge of Microsoft Office
- Maintains strict customer confidentiality and follows all rules set forth to comply
- Always willing to work as a team
- Communicate effectively with peer departments and use sound judgment to determine the appropriate course of action.
- Improve and maintain current customer satisfaction levels through engagement and responsiveness to their needs and requests.
- Communicate issues effectively to Team Lead and Supervisor during escalated instances.
- This is an evolving position and other duties will be established.
QUALIFICATIONS
- High school diploma or equivalent required.
- Previous sales, customer service, and keyboarding experience required Call center experience a plus.
- Must have the ability to multi-task and be comfortable working in a fast-paced environment.
- Demonstrated computer skills, including proficiency in Microsoft Office applications, typing speed of at least 40 words per minute, and ability to quickly learn new software.
- Excellent verbal and written communication skills and ability to interact with a diverse population.
- Ability to work appropriately with and to protect sensitive information.
- Ability to make follow up outbound calls as well as answering inbound calls
- Creative and critical thinking skills
- Strong analytical and organizational skills
- Attention to detail; high level of accuracy.
- Ability to embrace change, learn new skills, and continuously improve.
- Ability to work both independently and with co-workers toward the goals of the company
