Customer Service Representative 1

Retail Customer Service Representative

This job will be located at our Hardeeville, S.C., location.

General Summary: The Retail Customer Service Representative is responsible for delivering exceptional in-person and over-the-phone support to residential and commercial customers. This role combines retail customer service, payment processing, and general service assistance to ensure customers receive fast, friendly, and accurate support. The representative will assist with walk-in inquiries, handle phone calls, process payments, promote products and services, and resolve issues efficiently while upholding the company's brand standards and commitment to outstanding customer experience.

Essential Job Functions:

• Greet and assist walk-in customers with account questions, billing inquiries, service changes, and troubleshooting needs.
• Provide product education for broadband, phone, video, managed Wi-Fi, and value-added services.
• Assist customers with equipment swaps, returns, installations, and device setup guidance.
• Promote current offers, speed upgrades, and service enhancements when appropriate.
• Maintain a clean, organized, and professional retail environment.

• Answer incoming customer calls promptly and professionally.
• Assist customers with billing questions, payment arrangements, account updates, and general service inquiries.
• Handle basic technical support concerns that may arise
• Provide accurate information about products, promotions, installation schedules, and service policies.

• Process customer payments (cash, check, debit/credit) in compliance with company and regulatory standards.
• Balance cash drawer and reconcile daily transactions accurately.
• Assist customers with autopay enrollment, billing setup, and paperless options.
• Review account details for accuracy and update customer information as needed.
• Communicate past-due balances and offer available billing options.

• Identify customer needs quickly and resolve issues on the first contact whenever possible.
• Escalate service concerns appropriately to field operations, billing, engineering, or technical support.
• Document and maintain accurate notes in MBS billing system
• Follow up on open customer issues to ensure timely resolution.

• Recognize opportunities to recommend service upgrades, new products, or add-on features based on customer needs.
• Educate customers on available products and services offered by PRTC/PalmettoLink
• Meet or exceed goals implemented by Customer Service Manager
• Represent PRTC/PalmettoLink in the community as needed

• Perform daily opening and closing responsibilities for the retail location.
• Maintain inventory of promotional materials.
• Assist in retail merchandising and store appearance standards.
• Support team members during high-traffic periods and collaborative projects.

Knowledge, Skills & Abilities Knowledge

• Basic understanding of telecommunications services (internet, voice, video, Wi-Fi) or of technology
• Understanding of customer service best practices in retail or call-center environments.

Skills

• Strong verbal communication skillsclear, friendly, and confident.
• Ability to de-escalate issues and provide calm, helpful support.
• Solid computer and typing skills; ability to multitask between systems.
• Strong problem-solving and critical thinking abilities.

Abilities

• Ability to work in a fast-paced environment.
• Ability to handle cash responsibly and maintain accurate records.
• Ability to learn and explain new technology quickly.
• Ability to remain customer-focused and adapt to changing priorities.

Education and Experience:

• High school diploma or equivalent required.
• 13 years of customer service experience (retail, call center, or telecom preferred).
• Bilingual (English/Spanish) a plus