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SalaryJob Summary
The overall purpose of the Customer Support Representative is to field all questions and provide answers to potential and existing customers. This position is responsible for maintaining a professional demeanor through all customer interactions. A prompt, accurate, informed response to each customer is expected through phone calls, emails, social media, and other methods of communication.
Tasks, Duties, and Responsibilities
- Abide by CPNI Regulations
- Professionally answer phone calls
- Provide courteous, prompt, and effective Customer Service
- Process and respond to customer inquiries in a timely manner
- Communicate effectively, both in writing and in speaking, with customers, co-workers, and various business contacts in a courteous and professional manner
- Initiate service inquiries
- Schedule installs and repairs for customers
- Work independently and make sound decisions using information at hand
- Determine charges for services requested
- Contact customer to respond to inquiries or notify them of any updates or changes
- Accurately complete appropriate paperwork and computer functions relating to service requests, service changes, billing inquiries, credit checks, collecting of payments and service issues
- Accomplish work completely and accurately under time constraints and deadlines
- Prioritize and complete multiple telephone calls and work assignments
- Participate in any job-related training
- Promote and sell services to new and existing customers
- Provide timely feedback to the company regarding service interruptions or customer concerns
- Accurately document customer inquiries and service requests through billing and account management software
- All other tasks and duties as assigned
Job Specifications
- Education: High School Degree or GED is required
- Experience: Experience in customer relations is preferred; Experience in similar industry is preferred
- Knowledge: General knowledge of office operations, proficient in using e-mail, Customer Service principles and practices, computers, clerical processes, and time management
- Skills: Data entry using a keyboard, exceptional Customer Service, networking, listening, problem analysis, organizational skills, verbal and written communication, active listening, speaking, critical thinking, reading comprehension, and general office equipment use
- Abilities: Process oriented, English language comprehension and expression, adaptability, problem sensitivity, speech clarity, written comprehension, and the ability to handle monetary transactions
Job Context:
Business casual dress for an office environment which may have distractions from other staff and/or customers walking through the work area.
Physical Requirements:
Sitting for extended periods of time, walking, bending, kneeling, occasional pushing, pulling, the ability to type on a keyboard for an extended period of time, and the ability to verbally communicate for an extended period of time.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Customer Service: 1 year (Preferred)
Work Location: In person
