Customer Service Representative - Abilene, KS

The Customer Service Representative position is an in-store position within our Abilene location. It requires exceptional communication skills with the ability to maintain a collaborative and positive outlook during interaction with customers as well as company staff. This position requires interaction with others outside of the company including but not limited to, TCT/TCW customers, government agencies, billing companies, vendors, directory company, etc. Interactions with others may be by phone, in person, or virtually. Customer Service Representatives will be required to become familiar with services including but not limited to Landline phone, Internet, Streaming TV, senior monitoring service, security monitoring, capital credits, Directory, billing software, and the electronic devices required for those services. Understanding the roll of all departments within the company in order to best assist customers is necessary. Assistance with cellular and retail sales required. Organizational skills, attention to detail, and accuracy is a must to ensure customers are provided quality service. Working at different TCT locations may also be required, if needed.

Responsibilities:

• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Customer Order Processing, including determining customer needs, assistance in completing required documentation, data entry to TCT software, and collecting payment
• Review and maintain accuracy of customer accounts or account changes
• Manage incoming calls, including transferring to other employees
• Generate sales leads or sign up customers for specials
• Educate customers on services or available services.
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution
• Payment Processing including taking payments of cash, checks and debit/credit cards
• Balance cash drawer at the end of day and closing batches in software for deposit
• Provide accurate, valid and complete information by using the right methods/tools
• Assist customers with understanding their bills, billing process and any changes to their account
• Assist customers with retail inventory when needed
• Assist customers with basic trouble shooting in person or over the phone
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies, working well with other departments as well
• Take the extra mile to engage customers
• Special, intermittent projects as needed, including company meetings and events
• Work with a team to solve problems and complete tasks

Skills

• Prior customer service experience preferred
• Strong phone contact skills and active listening
• Excellent computer and data entry
• Customer orientation and ability to adapt/respond to different types of characters or situations
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Strong problem solving and decision making skills
• High school degree or equivalent

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Abilene, KS 67410 (Required)

Work Location: In person