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Requisition Number 18-0101
Post Date 12/28/2018
Title Customer Service Representative
City Jonesboro
State AR
Description

Ritter Communications has been at the forefront of the local communications industry for more than a century. We began providing telephone service in Northeast Arkansas in 1906. Since then, Ritter has become a regional telecommunications provider delivering a broad and competitive range of communications products and services to businesses and residents in Northeast and North Central Arkansas and West Tennessee.  By providing our Business Services customers with the most innovative and integrated technology and services, we’re dedicated to reducing their costs and maximizing their profits with customized connectivity solutions. Our Residential Services customers enjoy lightning fast Internet speeds, cable TV and HDTV and reliable local and long distance phone service. Our services are delivered and supported by a dependable team of local industry experts

We are looking for an experienced Customer Service Representative to join our team in Jonesboro, AR.

General Summary:

Our Customer Service Representatives serve as a primary point of contact and are responsible for maintaining a positive impression of the company for residential customers. Consistently provides an excellent level of customer service and projects a professional image through customer interaction both internally and externally. Ensures customer satisfaction and loyalty by consulting with, assisting and resolving a wide variety of requests, inquiries and issues. Responsible for promoting products, receiving and processing customer account payments, and receiving and processing service orders. Our Customer Care Representatives assist existing as well as prospective customers with service-related issues or inquires. The assistance this position delivers ranges from billing and account questions to service trouble and changes in services. The CCR is also responsible for performing tasks that help manage customer accounts and promoting services offered by the company. This promotion of services by the CCR often leads to new sales and/or upgrades in service as well as promotes word-of-mouth advertising within the service communities.

Essential Job Functions:

•Check the customer service voicemail queue checked daily; either return phone calls or assign to others in the group

•Complete work order information for customer computers that need repaired; send computer to Jonesboro for repair.

•Answer internal and external, residential and small business customer’s calls concerning questions about billing, pricing, product information, & availability.

•Setting payment arrangement for customers having trouble making full payments or has a situation that has come up that made them not able to pay.

•Where available take initiative to educate customer on Lifeline program and complete paperwork; process yearly renewals for existing Lifeline subscribers.

•Participate in after hours events hosted by Ritter, our customers/vendors and the community.

•Ensures that each customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and solid product knowledge.

•Handles customer inquiries and problems in an effective and timely manner.

•Remains current with changing trends in the telecommunications industry and services / products offered by Ritter Communications.

•Takes ownership to identify, research and resolve billing inquiries, repair issues, and account changes.

•Acquires and enrolls new customers through the use of consistent sales techniques, and enabling customers to perceive value in the service.

•Retains existing customers through the use of proactive customer service / consulting techniques, enabling customers to perceive value in the service

•Demonstrates adequate product knowledge and possesses ability to troubleshoot service issues for voice, data, and video.

•Verifies and completes required documentation for customer premise equipment, whether returned or issued.

•Responsible for entering and verifying all customers’ information and service orders into applicable billing and operations software programs.

•Develops relationships with residential clients through contact in person, on the phone, or through written communications.

•Interacts with other groups to identify, troubleshoot, and/or resolve service / scheduling issues, and provide consistent follow up to ensure timely completion or resolution that meets or exceeds customer expectations.

•Processes cash, bank drafts, check and credit card payments via appropriate software, maintaining security of cash drawer, receipts, and customer payment information at all times.

•Follow up on auto drafts that are declined by the system. Contact customer to verify information.

•Balances cash drawer/posts payments daily/sets up and/or makes bank deposits daily. Petty cash transactions- make proper copies, obtain proper signatures, and make sure petty cash balances

•Able to travel to customer sites, other office locations, and other locations as required.

•Maintains confidentiality and security of all customer information.

•Recognize, document and alert the supervisor of trends in customer calls and/or interaction.

•Shares lessons learned with team members, providing information that can be used for new hire training or expanding others’ knowledge.

•Communicates difficult / sensitive information tactfully

•Makes outbound calls for the purpose of sales, follow-up, courtesy, and collection.

•Demonstrates initiative to complete other departmental responsibilities during slower call volume/walk-in traffic times.

•Applies knowledge of specific product details in order to troubleshoot and resolve minor problems and prevent unnecessary dispatch of a service tech

•Able to regularly work flexible schedules, including overtime, nights, weekends, and some holidays

•Demonstrates effective time management by prioritizing daily work activities

•Projects a professional appearance and demeanor when interacting with customers or representing Ritter in other activities

•Applies knowledge from training to customer relationships

•Able to work flexible hours and alternate shifts as needed.

•Able to adapt to shifting priorities, demands and timelines

•Ensure customer account information is always updated, including address, phone number, SSN, and banking information. Put alerts on account so that phone numbers and addresses will be updated if unable to contact customer.

Requirements

Knowledge, Skills, and Abilities:

•Basic keyboarding skills

•Basic math skills

•Basic verbal skills

•Ability to interpret and explain retail billing invoices and collection experience preferred.

•A professional dress and well-groomed personal appearance is always expected.

•Ability to maintain a positive and professional demeanor when dealing with difficult situations.

•Demonstrates skill in effective written and oral communication, including excellent enunciation, grammar, and lack of slang. Includes ability to follow written and oral instructions.

•Knowledge of voice, video and data industries.

•Knowledge of database software applications, i.e. billing systems, accounting systems, and vendor order systems.

•Basic computer experience including Word, Excel, Explorer and Outlook.

•Previous experience interacting with difficult customers, actively listening, communicating clearly, and assuring customer understanding while identifying and resolving the situation

•Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems.

•Ability to effectively communicate with customers, co-workers, and various business contacts in a professional and courteous manner either in person, on the phone, or via email.

•Ability to pay close attention to detail.

•Ability to work with frequent interruptions.

•Ability to multitask efficiently and effectively

•Ability to work independently and exercise initiative.

•Ability to effectively function as a team player.

•Ability to manage personal and work-related stress effectively; demonstrates effective time management skills exhibits patience

•Able to regularly work flexible schedules, including overtime, nights, weekends, and some holidays

Education and Experience:

High School Diploma or GED plus one-year previous customer service experience.

 

Ritter Communications is an equal opportunity and affirmative action employer; all qualified candidates are encouraged to apply.  M/F/D/V.

We strive to maintain a drug-free workplace. We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, pension plan, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!

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