Customer Service Representative

Job Description

Job Description

Department: Customer ServiceFLSA Status: Non-ExemptReports To: Customer Service Manager General Summary:As a primary point of contact for new and existing customers, you will play a key role in delivering exceptional customer experience while driving business growth. You'll assist customers with billing inquiries, service requests, account changes, and service-related concerns while identifying opportunities to introduce additional products and services that meet their needs.This role combines exceptional customer service with a proactive approach to customer engagement, relationship building, and business growth. You'll engage with customers throughout the customer journey, communicate the value of our services, follow up on leads and inquiries, and proactively identify opportunities to expand relationships with both new and existing customers. Your ability to create positive customer interactions, build trust, and turn those relationships into long-term business will be essential to the success of this position.Essential Job Functions:Provide personalized customer service by handling billing inquiries, service activations, changes, disconnects, and reconnects while accurately completing all related service orders and account updates.Proactively promote and sell company products and services by identifying customer needs, recommending appropriate solutions, and communicating service value and benefits.Process new service applications, credit assessments, and customer payments accurately and timely while ensuring compliance with company policies and procedures.Build and maintain strong customer relationships through professional written and verbal communication, telecommunications expertise, effective problem-solving, and responsive follow-up.Generate and follow up on sales opportunities by engaging prospective and existing customers, responding to leads and inquiries, and identifying opportunities to cross-sell, upsell, and expand customer relationships.Support market growth and customer acquisition efforts by identifying prospective customers, emerging customer needs, competitive activity, and opportunities to expand the company's presence within its service area.Participate in sales, marketing, and community outreach initiatives by supporting promotional campaigns, customer engagement activities, and local events while tracking leads, customer interest, and sales results.Knowledge, Skills and Abilities:Knowledge of telecommunications technology, products and services.Knowledge of company policies and procedures.Knowledge of company products and services.Knowledge of marketing and sales practices and principles.Skill in operating various office equipment such as personal computer, various software programs and telephone systems.Skill in oral and written communication.Ability to communicate with customers, co-workers and various business contacts in a professional and courteous manner.Ability to organize and prioritize multiple work assignments.Ability to make sound decisions using information at hand.Ability to maintain confidentiality.Ability to work with frequent interruptions.Ability to troubleshoot and resolve problems and issues.Ability to pay close attention to detail.Ability to effectively function as a team player.Ability to work in close proximity to others.Education and Experience:High school diploma or equivalent plus one (1) year of customer service experience.

Job Posted by ApplicantPro