Customer Service Representative - Retail

COMPANY: MaxxSouth Broadband

JOB TITLE: Customer Service Representative-Retail

DEPARTMENT: Direct Sales

JOB SUMMARY

The Customer Service Representative (CSR) is responsible for directly servicing the needs of the MaxxSouth residential customers with general information, billing, and promoting and selling MaxxSouth products and services to new and existing customers. The CSR provides analysis to advise MaxxSouth customers on their purchasing decisions with recommendations of technology solutions, thoroughly educates, and demonstrates the advantages of the recommended package. The Customer Service Representative maintains a strong customer focus and strives to make all interactions a positive customer experience. The CSR reports directly to the assigned Customer Relations Supervisor(s). There are no reports to this position.

ESSENTIAL JOB FUNCTIONS

The Customer Relations Specialist is accountable for the following items:

• Providing a high level of face-to-face service to customers in a professional, courteous, and effective manner
• Communicating 100% accurate information to customers regarding billing invoices, cycles, procedures and processes;
• Communicating 100% accurate information to customers regarding general information about our products, services, and the company resulting in a First Call Resolution;
• Suggestive selling to upgrade customers’ services;
• 100% accuracy on all work performed;
• Accepting and process payments from walk-in customers 100% accuracy in verifying field appointment times with customers;
• Monitoring and maintain daily cash transactions ensuring counts, batches and balances reconcile and meet accuracy standards.
• Using the PC workstation to access customers’ accounts in order to assist customers with their needs;
• Ensuring the confidentiality of all customer information;
• Working continuously with co-workers as a team to achieve the goals of Customer Operations;
• Using their own good judgment when servicing the needs of our customers;
• Actively promoting the sales and retention of the Company’s services to our customers and co-workers;
• Actively pursuing the unauthorized use of the Company’s products and services;
• Meeting the standards set forth by the management of Customer Relations;
• Process electronic communication for various locations to promote sell and support MaxxSouth products and services.
• Completing Data Entry as assigned;
• Scheduling, and distributing work orders (based on location).
• Testing, preparing, and assign equipment inventory as needed (based on location).
• Keeping the department and lobbies neat and organized;
• Attendance at monthly department trainings and team meetings as assigned by the Customer Operations Management Team;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

JOB REQUIREMENTS

Education and Experience

• Previous experience in a Customer Service environment – required
• Keyboard Skills – required
• High School Diploma – required

Core Competencies

• Accountability & Dependability - Effective and efficient. Delivers the right results on time. Takes responsibility and ownership for decisions, actions and results.
• Adaptability & Flexibility – Embraces change. Exhibits openness to learn and unlearn ideas, programs, systems and structures.
• Decision Making & Problem Solving – Uses critical thinking. Makes sound, ethical and logical job-related decisions.
• Service & Relationships – Collaborative and proactive. Fosters positive working relationships in a diverse workplace. Respects colleagues and customers.

Other Skills/Requirements

• Maintains punctuality and good attendance;
• Background record that meets Company standards;
• Reliable means of transportation at all times;
• Ability to speak clearly and articulate;
• Basic reading, writing, arithmetic and computer skills required;
• Valid driver’s license and driving record that meets Company’s standards.

PHYSICAL DEMANDS

May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 20 lbs. is occasionally needed.

WORKING CONDITIONS

The Customer Service Representative is a non-exempt hourly position. The regular working hours may vary to accommodate the needs of the department including holidays.

• Overtime is required and must be approved in advance by the supervisor.
• Lunch and dinner breaks are assigned daily.
• If the employee is additionally assigned to work in the Lobby where there are a limited number of employees, an employee who has approved intermittent leave will be temporarily reassigned to a larger work group where the loss of attendance will not cause as great of a hardship for the business. When the intermittent leave has expired, the employee will resume where they were previously assigned.
• The CSR is required to share a desk with other co-workers.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

USE OF COMPANY RESOURCES, EQUIPMENT AND CONFIDENTIAL INFORMATION

Company resources, equipment and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

MaxxSouth Broadband is an Equal Opportunity Employer (EOE).