Position Summary

The Customer Service Representative is the first point of contact for our customers and the public. This role ensures exceptional customer service by providing professional, courteous, and knowledgeable responses regarding services, products, payments, and addressing customer concerns.

Essential Duties and Responsibilities

Customer Inquiries

• Respond to customer inquiries via phone, email, or in person.

• Provide solutions and resolve customer concerns related to billing, service, and account management.

• Maintain records of customer interactions and transactions.

• Ensure accurate customer and billing information for service installations.

• Receive and process payments.

Products and Services

• Conduct outbound calls to identify sales opportunities to achieve monthly goals and targets.

• Provide information about promotions, discounts, and special offers to encourage sales.

• Educate customers about product features, benefits, and usage.

• Participate in sales training sessions to enhance product knowledge.

• Follow up on new customer inquiries related to products and services.

Technical Support

• Prepare service orders for new services, connects, disconnects, maintenance, and construction.

• Receive and dispatch work to Field Technicians.

• Assist with troubleshooting technical issues related to products and services.

• Guide customers through troubleshooting steps or escalate issues to appropriate technical support teams.

Other Related Duties

• Recommend improvements that can be made in practices, methods, processes, and procedures within the area of this job responsibility.

• Will properly use and keep in good condition all tools and equipment.

• Perform all other duties as assigned or directed.

Education and Experience

• High school diploma or equivalent.

Knowledge, Skills, and Abilities

• Knowledge of the telecommunications industry.

• Skill and proficiency in the use of computers, copiers, calculators, and Microsoft Office Platforms (Excel, Word, PowerPoint).

• Skill in verbal and written communication.

• Skill in time management, organization, and attention to detail.

• Skill in analytical and critical thinking for analyzing complex problems, evaluating options, and developing resolutions.

• Ability to prioritize the completion of multiple, time-sensitive tasks, and meet deadlines.

• Ability to treat confidential information with sensitivity.

• Ability to work independently and as part of a team.

• Ability to exhibit a professional and courteous demeanor.

• Ability to communicate in both oral and written form to work with internal- employees, management, and departments; external- members, customers, vendors, contractors, and other stakeholders.

• Ability to understand and interpret em power policies, procedures, and programs to effectively carry out job duties.

• Ability to observe all safety rules and regulations as required including but not limited to em power , Craighead Electric, and Equipment and Chemical Manufacturers.

Working Conditions and Mental or Physical Requirements

Work of position is generally varied. Prolonged periods sitting at a desk and working from a computer. Position requires limited physical exertion; must be able to lift up to 15 pounds at times. There are opportunities to relax from any physical exertion or change positions in work activities.

Job Description Acknowledgement

Must be able to perform the essential elements of Customer Service Representative competently, following a training period not to exceed six (6) months. Must possess personal characteristics that will make employee a productive work team member, including high integrity, good personal habits, and regular attendance at work. Should be friendly and able to meet people easily and adjust to different personalities. Should be able to gain and maintain respect of others, both inside and outside of the organization. Must be reliable and dependable and to help create, foster, and maintain a good work environment with all co-workers.

This position description is not intended to be all-inclusive; an employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This position description does not constitute a written or implied contract of employment. Management reserves the right to change position descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities.

Equal Opportunity Employer-minorities/women/veterans/individuals with disabilities/sexual orientation/gender identity.