CUSTOMER SERVICE REPRESENTATIVE

Description

Putting our customer's needs first and endeavoring to find solutions which make our customers feel heard, taken care of and above all valued, is the mission of our Customer Service Representatives.

The Customer Service Representative is primarily responsible for providing excellent service to all internal and external customers by using in-depth knowledge of industry rules and regulations and company practices, as well as communicating effectively with team members within the company.

Essential Functions

1. Greet counter and call-in customers in a positive, friendly, and professional manner
2. Answer inbound calls with urgency and within service level
3. Communicate clearly with customers and employees in person, over the phone, and through radio communications
4. Assist customer with questions and concerns regarding services and billing through resolution. Deescalate calls when necessary.
5. Data entry of new accounts, transfers, discontinuation of services, route changes, billing adjustments, etc.
6. Accurate processing of daily route notes
7. Proper cash handling and completion of customer receipts
8. Balance cash drawer when necessary
9. Maintain a neat work area at all times to include front desk and lobby
10. Adhere to franchise agreements, company policies and procedures
11. Other duties as assigned

Reporting Relationships
This position reports to the Office Manager and has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and postage machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employees is frequently required to sit; stand; walk through the facility; use hands to handle items; reach with hands, arms; talk; hear; and view a computer screen. This position may expose the employee to hazardous noise levels, chemicals, fumes, and machinery.

Position Type and Expected Hours of Work
This is a non-exempt, full time, entry level position. This position is Monday through Friday, 8:00am-5:00pm with the possibility of over-time, holiday and weekend hours.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Competencies

1. Ability to stay focused in a busy office
2. Customer driven
3. Active listening and Communication skills
4. Time Management
5. Analytical & Problem solving skills
6. Teamwork Orientation
7. Strong computer skills including Microsoft Office
8. Competent typing and 10 Key Skills
9. Basic mathematical knowledge
10. Cash handling experience
11. Learn and Retain information quickly
12. Must be able to operate a motor vehicle and be insurable by Company insurance policy (Requires clean driving record)

Education, Experience, and Eligibility Qualifications

1. Customer service experience is a must
2. Computer Experience
3. Knowledge of Jackson, Josephine and Douglas Counties a plus
4. High School Diploma or equivalent
5. Acceptable driving record
6. Ability to pass a background check and drug screening