Customer Service Representative I

SUMMARY

Keep and maintain all records and information pertinent to customer ledgers, billings, membership, service orders and directory manual scripts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

• Greet all customers and visitors in a professional and friendly manner.
• Business office should at all times have 2 Customer Service Representatives available to assist customers.
• Incoming calls should be answered by the 3rd ring and messages delivered as received.
• Assist customers in completing membership applications for Valley Telephone Cooperative and its subsidiaries.
• Direct customers to a Level 2 or Level 3 Customer Service Representative for payment processing or service inquiries.
• Mail membership applications to new customers requesting service from Valley Telephone Cooperative or its subsidiaries.
• Record all visitor names in the visitor log. Ensure that visitor tag is issued and collected.
• Attend assigned staff meetings and training sessions.
• Prepare and provide a summary of knowledge or skill gained from the participation of all external trainings.
• Maintains compliance to all relevant OSHA and departmental safety standards.
• Other duties as assigned.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or two years related experience and/or business school; or equivalent combination of education and experience.

Must have a valid Driver's License and insurable record.

Must pass pre-employment screen, physical and background checks.

OTHER SKILLS AND ABILITIES

Must be computer literate, proficient in Microsoft Office products to include: Excel, Word and Power Point.

Bilingual (English/Spanish) to provide quality service to customers.

Must be able to work under frequent interruption conditions.

Must be capable of working with and understanding basic concepts of computer printouts.

Must be able to work with others, around others and alone.

Must be responsible, tactful, have/maintain good sense of humor.

Must have a pleasant personality, well groomed and impressionable with visitors/customers.

Must have good telephone etiquette.

Must be able to pay close attention to numerous details.

Must learn terminology and functions of rural telephone cooperative.

Must be able to work shift rotation 8am-5pm or 10am-7pm as needed.

Maintain 40 hours of Customer Service Training.