Customer Service Representative

Customer Service Representative

Responsible for responding to BrightRidge's customers' needs in every area of Customer Service.

Essential Functions:

• Cross-train in all areas of Customer Service and in that capacity, rotate jobs as directed.
• Assist customers utilizing established expectations face to face, over the phone, and via available customer engagement tools/technologies to include, but not limited to, chat and video engagement.
• Contact electric customers to offer broadband services by highlighting the advantages of our offerings while representing BrightRidge in a positive and professional manner in every interaction.
• Answer incoming customer calls and walk-in requests to provide assistance with signing up or modifying broadband and/or electric services.
• Perform outbound calls to potential broadband customers or for upselling existing customers. This activity could be as much as 75% of an employee's work hours each week.
• Promote BrightRidge services such as Budget Billing, Bank Draft, Flexible Due Date, SmartHub, TALO, and Broadband.
• Be fully knowledgeable of BrightRidge Broadband services and product offerings.
• Must be able to effectively upsell broadband services and products to electric customers.
• Maintain a professional and satisfied business relationship with customers by educating about the features and benefits of their services in an effort to retain customer.
• Convey complex situations in written form.
• Offer alternative solutions where appropriate to assist customers experiencing hardship or other difficulty
• Respond to account and billing inquiries by identifying problems and researching answers using available resources
• Apply company policies, directives, and procedures to resolve routine issues.
• Assist customers with payment arrangements, new service, transfers, disconnects, new construction, commercial accounts, load control, and broadband
• Accurately enter all information in the CIS system to provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments
• Sit at a computer while completing various office tasks throughout the day.
• Meet effective performance standards.
• Ability to maintain reliable, predictable, and reasonable attendance.

Additional Responsibilities:

• Attends meetings, seminars, schools, or training, etc., as determined by Supervisor or as required by law.
• Must demonstrate and convey support in the CS Quality Program and Standard of Behavior and other initiatives desired for BrightRidge.
• Must maintain a valid drivers' license from state of residence.
• Perform other duties as requested or assigned.
• Must be available for after hour's work, including Saturday, which would include outbound calling to market broadband services and working fair share of all necessary overtime.

Knowledge, Skills, and Abilities:

• Ability to establish and maintain effective working relationships with both internal (other employees) and external (agencies, credit bureau, etc.) customers.
• Ability to work well under pressure and remain calm and professional through stressful or ambiguous situations in order to objectively interpret information.
• Ability to work independently to resolve customer inquiries, problems, or complaints.
• Must be able to identify and understand issues, problems, and opportunities to determine an effective course of action and appropriate solution.
• Must possess a high standard level of Customer Service for both face-to-face and telephone interactions.
• Must have the ability to communicate clearly and positively both orally and in writing.
• Must have the ability to work in a fast-paced and dynamic environment and function as a team member aligning professional objectives with the team's performance and organizational goals.
• Must possess strong P/C skills and be competent with common operating systems such as Windows 10, IOS 8, etc.
• Must be able to use knowledge based and proprietary techniques to resolve a customer's technical issue in a timely and cost-effective manner.
• Must have strong memory recall and ability to multi-task.
• Must be able to relate to all socioeconomic levels of people.
• Must be able to operate a calculator.
• Must know and understand service policies and practices of BrightRidge.
• Must possess strong face-to-face communications skills.
• Must know the principles of effective telephone communication.
• Must display a high degree of honesty, loyalty, and integrity.

Physical Requirements:

All work requires constant telephone and computer use which entails sitting for long periods of time, reaching, handling, fingering, feeling, fine manipulation, vision, talking, hearing and arm/hand use for machine control operation. Occasional lifting of no more than 10 pounds.

Working Conditions:

Work is performed in an indoor climate-controlled office environment with appropriate lighting. Normal working hours may extend to 8:00 pm Monday through Friday and include hours from 8:00 am to 5:00 pm on Saturdays.

Qualifications:

• High school diploma or equivalent required.
• One year prior experience in a Customer Service/Technical Support position preferred.