What are the responsibilities and job description for the Customer Service Representative position at United Communications?
IT’S NOT GOING OUT OF OUR WAY; IT IS OUR WAY!
At United Communications, we seek excellence in everything we do. We make it our mission to think ahead, make it easy, and make it personal. Every time. We’ve had the home team advantage for over 75 years, and we’re proud to serve the communities where we live, work, and play.
Join the Home Team
- Award-Winning Culture: 2023 & 2024 Best Places to Work
- 4.7 Google Star Rating
- Competitive Compensation and Benefits
- Family-Oriented Culture, PTO, and Paid Holidays
- 401k Match, HSA, and more!
WHAT WE’RE OFFERING
The Customer Service Representative (CSR) is responsible for creating an exceptional experience for both new and existing customers. Armed with comprehensive product and service knowledge, along with a friendly, local approach, the CSR team delivers customer support in a fast-paced and energetic environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties include the following, but other duties may be assigned as required.
- Respond to customer inquiries with the goal of helping them find solutions related to any of United’s products and services.
- Provide daily customer support functions, including taking payments, placing orders for new services, and addressing general inquiries via phone, in person, or email.
- Create new customer accounts and maintain accurate, detailed records using company-provided software tools.
- Offer basic technical support and troubleshooting for phone, internet, and TV products.
- Escalate and coordinate more complex technical issues as needed, while keeping customers informed of progress toward resolution.
- Educate customers on the use of systems and applications.
- Meet individual and team call center performance objectives.
WHAT YOU BRING
- High school diploma or equivalent.
- Prior experience in a customer-focused role.
- Two or more years in a call center environment or the telecommunications industry is a plus.
- Strong interpersonal, verbal, and listening skills.
- Passion for customer service, driving sales, and achieving results.
- Excellent oral and written communication skills, including the ability to clearly explain complex products or billing arrangements to customers and colleagues.
- Ability to resolve customer issues with patience and a positive attitude.
- Proficiency in responding promptly to support-related emails, phone calls, and other electronic communications.
- Flexibility and the ability to work independently.
- Self-motivated, detail-oriented, and organized.
- Proficient in operating office equipment, including personal computers, phone systems, and software applications.
- Demonstrated proficiency in internet-related applications such as email clients, FTP clients, and web browsers.
- Basic math skills with the ability to calculate discounts, interest, percentages, and taxes.
- Ability and willingness to work in a dynamic, fast-paced technology environment.
- High level of integrity and strong professional values.
WHO WE ARE
United launched high-quality telephone service for our rural Middle Tennessee communities in 1947 and has evolved to be an innovative internet service provider for consumers and businesses. Boasting the fastest internet speeds in the region, as recognized by Broadband Now, United also delivers a personalized user experience with local customer service, ranking as one of the industry’s best in customer satisfaction. United offers the latest technology in fiber optic, fixed wireless, and DSL internet, and it was one of the first companies in Tennessee to introduce a fiber-to-the-home product to residential customers. United has partnered with Middle Tennessee Electric Membership Corporation to extend broadband to more residents and businesses in under-connected areas.
UNITED COMMUNICATION'S CORE VALUES:
We enrich our communities and the lives of our neighbors through reliable connections and passionate service.
- Safety – we assure the safety of everything we do.
- Service – we are responsive, informed, and easy to do business with.
- United – we communicate and collaborate.
- Integrity – we keep our promises and do the right thing even when no one is watching.
- Driven – we serve to win customers.
