Customer Service Representative

Job Description

Job Description

We are seeking a friendly and professional Customer Service Representative to join our team. Bilingual is a plus. Customers are our number one priority. This role is ideal for someone who enjoys helping customers, communicating effectively in both English and Spanish, and wants to provide a positive experience through every interaction. 

General Summary
Basic responsibility is to keep and maintain all records and information pertinent to customer ledgers, billings, membership, service orders, directory manuscripts and accounts receivable.

Reporting Relationships
Reports to: Customer Service Supervisor

Essential Duties and Responsibilities
1. Meet and greet customers.
2. Answer incoming calls by the 3rd ring and take messages when necessary.
3. May be required to cover Main Switchboard if necessary.
4. Receive customer payments across the counter, through the mail and on the phone.
5. Open customer payments, post payments and adjustments to customer records daily.
6. Balance cash drawer and prepare daily deposits.
7. Perform all functions necessary in the preparation and maintaining of customer telephone/internet bills, including billing records, documents, and other supporting information and filing of the same in accordance with the tariff and Public Utility Commission guidelines.
8. Prepare and submit necessary monthly reports of customer accounts as prescribed.
9. Prepare and process necessary information on uncollectible accounts receivable and submit to Customer Service Supervisor.
10. Receive and process new member applications.
11. Scan all applications and pertinent paperwork to customer records.
12. Correspond with customers on the construction list, as required.
13. Set-up payment arrangements for delinquent accounts.
14. Verify amount to be collected from customer prior to installation or reinstallation of telephone/internet services.
15. Schedule Install Times for customers.
16. Prepare and review new service orders before forwarding through system.
17. Verify that all non-billables and service orders are worked within the specified time.
18. Answer customer complaints concerning bills.
19. Contact customers who have NSF checks via phone and/or letters.
20. Answer Inquiries as to type and availability of services that the Cooperative offers.
21. Assist with directory publication.
22. Maintain customer service records.
23. Investigate all toll questions/concerns.
24. Actively market CTTC services and equipment to businesses and other customers.
25. Meet Established Sales Quotas.
26. Maintain neatness of reception, work and office machine areas.
27. Add/update autopayments and keep Billing advised of any necessary changes.
28. Ability to learn and become proficient with the use of West Central Wireless’ billing system, and cellular products (new service, upgrades, trouble shooting, etc.)
29. Assist, as needed, with general office work.
30. Attend staff meetings and training sessions as necessary to keep current with changes in Cooperative policies and procedures within your field.
31. Complete daily timesheet.
32. Provide a written report on all outside meetings and training sessions attended.
33. Have a valid Texas Drivers License.
34. May be required to work late, on weekends, or special events as required on short notice.
35. Other duties as assigned or otherwise required by management.

Experience
Two years previous experience or business school. Bilingual is a plus.

Job Knowledge
Ability to type, understand proper methods of letter composition and file maintenance. Must learn terminology and functions of rural telephone cooperative. Ability to sell telephone/internet services and to meet customer needs. Knowledge of principles of double entry bookkeeping, basic elements of statistical reporting, and how to operate business machines. Computer literate.

Physical Demands

Sitting at desk most of day. Standing and walking short distances in office. Handling books, papers and office equipment. Able to post data in small spaces. Must be able to type. Stooping, bending, crouching, kneeling and twisting. Reaching above and below shoulders. May carry light to medium weight loads of papers, books or office supplies weighing a maximum of 15 pounds. Vision must be correctable sufficient to read and decipher words and numbers. Hearing and speaking must be adequate to communicate effectively with customers and other employees.

Special Demands
Ability to work under conditions of frequent interruption and to pay close attention to numerous details. Capable of working with and understanding financial data. Ability to work with others, around others and alone. Individual should be responsible, tactful, and punctual and have and maintain good sense of humor. Pleasant personality and good grooming as to leave proper impression on co-workers, visitors and customers. Good telephone etiquette very important