Customer Service Representative

The Customer Service Representative (CSR) serves as the first point of contact for customers and visitors, providing exceptional customer service in person, by phone, and through other communication channels. This position is responsible for assisting customers with applications, account inquiries, payments, and general service information related to Valley Telephone Cooperative, Inc. and its subsidiaries. The CSR ensures that all interactions are handled professionally, efficiently, and in alignment with company standards and policies. This position also requires assistance with company marketing events and community outreach initiatives as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Greeting all customers and visitors in a professional, courteous, and friendly manner.
• Ensure the business office always has a Customer Service Representative available to assist customers during operating hours.
• Answer all incoming calls by the third ring and promptly deliver messages to the appropriate staff member.
• Take payments, provide accurate change, and balance the cash drawer daily in accordance with company policies.
• Assist customers in completing service applications, updates, and disconnect requests for Valley Telephone Cooperative, Inc. and its subsidiaries.
• Establish new accounts and accurately update customer information in the billing system.
• Research and resolve billing inquiries, payment discrepancies, and service-related issues in a timely manner.
• Issue service orders for connections, disconnects, or changes in service and follow through to ensure completion.
• Clearly explain services, pricing, promotions, and company policies to customers.
• Coordinate with Engineering, OSP, Technical Support, and Billing departments to ensure customer requests are handled promptly.
• Direct customers to Level 3 Customer Service Representatives for advanced support or account management when appropriate, exercising sound judgment when escalating issues.
• Mail or email membership applications to new customers requesting service.
• Record all visitor names in the visitor log and ensure visitor badges are issued and collected upon departure.
• Attend all assigned staff meetings, training sessions, and assist with company marketing events as assigned. 
• Availability to work weekends, evenings, and after‑hours as business needs require to ensure timely and high‑quality customer support.
• Prepare and submit summaries of knowledge or skills gained from external training sessions.
• Maintain compliance with all applicable OSHA regulations and departmental safety standards.
• Perform other related duties as assigned.

EDUCATION and/or EXPERIENCE 

• High school diploma or equivalent required.
• Minimum of one (1) year of customer service or office experience preferred.
• Experience in telecommunications, utilities, or a related industry is a plus.
• Must have a valid Driver's License and insurable record.
• Must pass pre-employment screen, physical and background checks.

OTHER SKILLS AND ABILITIES

• Computer literate and proficient in Microsoft Office products, including Excel, Word, and PowerPoint.
• Bilingual (English/Spanish) preferred.
• Ability to work under frequent interruptions.
• Ability to understand and work with basic computer-generated reports.
• Ability to work independently and collaboratively with others.
• Responsible, tactful, professional, and customer focused.
• Pleasant demeanor, well-groomed appearance, and strong interpersonal presence.
• Demonstrated good telephone etiquette.
• Ability to pay close attention to detail.
• Ability to develop and maintain a strong understanding of company products, services, and operational procedures.
• Ability to travel with short notice to assist other offices, attend training sessions, or support company events.