Customer Service Representative

Job Description

Job Description

Salary:

Customer Service Representative

Mission & Vision:

RTC Communications exists to provide quality and reliable communications, entertainment, and technology products and services to areas of Daviess, Martin, Lawrence, and Knox counties. RTC seeks to deliver the future today to our customers and community. Our number one priority has been to combine state-of-the-art technology and old-fashioned service to provide you and your business with the highest quality communications available.

Company Background:

RTC Communications, headquartered in Montgomery, IN, is a Certified Gigabit and Smart Rural Community Provider paving the communication way in Southern Indiana. Since 1949, RTCs focus has been on serving the internet, entertainment, voice, and business service needs of customers in Daviess, Martin, Lawrence, and Knox counties. The company leverages 75+ years of knowledge, intelligence, and expertise to deploy fiber optic and advanced services. RTC customers have access to Intelecyn Speed, world-class broadband internet riding on the latest optical Fiber to the home (FTTH) network, which can reach speeds of up to 5 gigabit. Additionally, RTC provides Intelecyn Home and Intelecyn Business solutions.

RTC Communications provides advanced communications services to the SW Indiana communities. RTC offers a variety of services to residential customers over its advanced fiber optic and layer 3 Cisco and Calix redundant networks, including CPE, high-speed internet, DIA, Ethernet, UCaaS, or hosted voice, managed Wi-Fi and ITaaS or IT support solutions. RTC offers communications solutions to small, medium, and enterprise businesses.

RTC is committed to changing lives one connection at a time by connecting Southern Indiana communities and their members to what means most to them!

Someplace along the way, it is assumed that the typical employee will have 10, 20, or even more jobs during their lifetime. At RTC Communications, we defy conventional wisdom and have team members with many years of service. Why? Because they are fulfilled, not just economically but also emotionally. Each person truly can see how what they do contributes to the success of the company and the happiness of our customers. When you can draw the line between what you do and the customer, it is bound to be a positive equation that can create a great moment for you and the company. At RTC, innovation, ingenuity, and integrity intersect with tradition . . . where you can enjoy a great retirement program along with the peace of mind from a healthcare plan that is second to none in our area.

JOB SUMMARY

This is a sales-focused role. The CSR is expected to actively sell RTC products and services on every inbound and outbound customer interaction, meet assigned sales targets, and execute outbound campaigns as directed. The CSR will think critically, actively listen, and make sound decisions in a fast-paced contact center environment, and participates in the development of the department by providing input on customer feedback, the effectiveness of current practices, and providing suggestions for how RTC can make each customer experience world-class.

RESPONSIBILITIES

• Excellent phone etiquette on both inbound and outbound calls
• Actively sell company products and services on every customer interaction (inbound calls, outbound calls, and walk-ins), including upgrades, add-ons, retention offers, and new service sign-ups
• Complete assigned outbound sales campaigns such as speed upgrades, winbacks, expiring promotions, and new-build address lists, and meet individual monthly sales targets
• Ability to process payments and prior cash-handling experience
• Greets all walk-in customers in a professional and friendly manner and identifies sales opportunities during every visit
• Maintains a professional appearance in office casual attire
• Working knowledge of Microsoft Office
• Must have the ability to multi-task and be comfortable working in a fast-paced environment
• Maintains strict customer confidentiality and follows all rules set forth to comply
• Needs to be comfortable writing trouble tickets and service orders
• Always willing to work as a team
• Communicate effectively with peer departments and use sound judgment to determine the appropriate course of action.
• Communicate issues effectively to Team Lead and Supervisor during escalated instances.
  

QUALIFICATIONS

• High school diploma or equivalent required.
• Previous sales, customer service, and keyboarding experience required. Call center experience a plus.
• Previous experience in the telecommunications industry (ISP, cable, wireless, or wireline) strongly preferred.
• Demonstrated computer skills, including proficiency in Microsoft Office applications, typing speed of at least 40 words per minute, and ability to quickly learn new software.
• Excellent verbal and written communication skills and ability to interact with a diverse population.
• Ability to work appropriately with and to protect sensitive information.
• Creative and critical thinking skills.
• Strong analytical and organizational skills.
• Attention to detail; high level of accuracy.
• Ability to embrace change, learn new skills, and continuously improve.
• Ability to work both independently and with co-workers toward the goals of the company.

The compensation package for a well-qualified candidate includes a generous base salary, performance bonuses, plus outstanding health benefits that include health, dental and vision, along with an outstanding 401k company match. We also offeremployer paidlife insurance, long-term disability, and short-term disability!

NOTE : The statements herein are intended to describe the general nature and level of work being performed by the employee and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. The employee will be required to perform any other job-related duties assigned by their supervisor. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.