JOB SUMMARY

The CSR provides analysis to advise MaxxSouth customers on their purchasing decisions with recommendations of technology solutions, thoroughly educates, and demonstrates the advantages of the recommended package.

ESSENTIAL JOB FUNCTIONS

The Customer Relations Specialist is accountable for the following items :

• Communicating 100% accurate information to customers regarding billing invoices, cycles, procedures and processes;
• Communicating 100% accurate information to customers regarding general information about our products, services, and the company resulting in a First Call Resolution;
• 100% accuracy on all work performed;
• Monitoring and maintain daily cash transactions ensuring counts, batches and balances reconcile and meet accuracy standards.
• Using the PC workstation to access customers’ accounts in order to assist customers with their needs;
• Ensuring the confidentiality of all customer information;
• Working continuously with co-workers as a team to achieve the goals of Customer Operations;
• Actively promoting the sales and retention of the Company’s services to our customers and co-workers;
• Actively pursuing the unauthorized use of the Company’s products and services;
• Meeting the standards set forth by the management of Customer Relations;
• Process electronic communication for various locations to promote sell and support MaxxSouth products and services.
• Completing Data Entry as assigned;
• Scheduling, and distributing work orders (based on location).
• Testing, preparing, and assign equipment inventory as needed (based on location).
• Attendance at monthly department trainings and team meetings as assigned by the Customer Operations Management Team;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

JOB REQUIREMENTS

Education and Experience

• Previous experience in a customer service environment required
• Keyboard Skills required
• High School Diploma required

Core Competencies

• Effective and efficient. Delivers the right results on time. Takes responsibility and ownership for decisions, actions and results.
• Adaptability & Flexibility Embraces change. Exhibits openness to learn and unlearn ideas, programs, systems and structures.
• Decision Making & Problem Solving Uses critical thinking. Makes sound, ethical and logical job-related decisions.
• Service & Relationships Collaborative and proactive. Fosters positive working relationships in a diverse workplace. Respects colleagues and customers.

Other Skills / Requirements

• Maintains punctuality and good attendance;
• Background record that meets Company standards;
• Reliable means of transportation at all times;
• Ability to speak clearly and articulate;
• Basic reading, writing, arithmetic and computer skills required;
• Valid driver’s license and driving record that meets Company’s standards.

PHYSICAL DEMANDS

May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers.

Light lifting of 20 lbs. is occasionally needed.

WORKING CONDITIONS

The Customer Service Representative is a non-exempt hourly position. The regular working hours may vary to accommodate the needs of the department including holidays.

• Lunch and dinner breaks are assigned daily.
• If the employee is additionally assigned to work in the Lobby where there are a limited number of employees, an employee who has approved intermittent leave will be temporarily reassigned to a larger work group where the loss of attendance will not cause as great of a hardship for the business.

When the intermittent leave has expired, the employee will resume where they were previously assigned.

• The CSR is required to share a desk with other co-workers.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies.

Pre-employment testing is mandatory along with random testing throughout continued employment.

The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

MaxxSouth Broadband is an Equal Opportunity Employer (EOE).

Last updated : 2024-06-18