Customer Service Representative

The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints.

Reports to:Customer Service Supervisor

Department:  Customer Operations

Classification: Hourly Non-exempt

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interacts with customers via telephone, email, online chat, or in person to provide support and information on products and services
• Collects and enters orders for new or additional products or services
• Fields customer questions and complaints; when the issue is beyond the representatives’ knowledge, forwards to the Customer Service Supervisor
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
• Receives trouble calls and dispatch technicians as necessary
• Send monthly lifeline notifications to all customers whose lifeline program is within 30 days of expiration
• Send E911 data to PSAP; correct errors
• Process pull bills to establish which items need to be mailed, shredded, or refunded; make accounting entries
• Mail telephone books to all new customers
• Create directory assistance report and send to NDA at least once weekly
• Monitoring customer payment arrangements
• Performs other duties as assigned

Access to Sensitive Areas and Information

• Access to CPNI and other sensitive customer related information

General Qualifications

• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Proficient computer skills with the ability to learn new software
• Proficient with Microsoft Office suite

Education and/or Experience

• High school diploma or equivalent preferred
• Customer service experience preferred

Supervisory Responsibility

This position has no supervisory responsibility.

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 fax 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 employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position:  Monday through Friday, 8:00 a.m. to 5:00 p.m.

Travel

Infrequent travel is expected for this position.