Customer Service Representative

• The Customer Service Representative is responsible for directly servicing the needs of the MaxxSouth residential customer
• The CSR is responsible for being an expert in billing and general information for the residential customer and promoting the company's products and services.
• The CSR will solve all customer concerns that are correctly routed to Billing and General Information queue on the first call with complete accuracy.
• The CSR reports directly to the assigned Customer Relations Supervisor(s). There are no reports to this position.

• 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;
• Warming transferring of every call that is beyond their skill proficiencies to the correct area of the company whenever possible;
• 100% accuracy in verifying field appointment times with customers;
• Rescheduling field appointments as requested by a customer;
• Receiving all incoming telephone correspondence and providing unaided first-call resolution to the customer's requests that are within skill proficiencies, billing system privileges, company policies, and department procedures;
• Using the PC workstation to access customers' accounts in order to assist customers with their needs;
• Insuring 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;
• Meeting the standards set forth by the management of Customer Relations;
• Completing Data Entry as assigned;
• Attending monthly department trainings and team meetings as assigned by the Customer Operations Management Team;
• Accurately recording time sheets and notifying a Call Center Operator when late for work as outlined in the attendance procedure;
• 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.

• Previous experience in a customer service environment - required
• Keyboard Skills - required
• High School Diploma - required

• Maintains punctuality and good attendance;
• Background record that meets Company standards;
• Reliable means of transportation at all times.

• Delivery High Quality Work - Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
• Integrity/Ethics/Confidentiality - Acts consistently with personal standards of ethical judgment. Acts to protect and does not violate or compromise confidential information. Appropriately and consistently complies with policies and procedures. Deals with others in a straightforward and honest manner.
• Interpersonal Skills - Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback, and handles constructive criticism.
• Job Knowledge - Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

• Presents self positively to public.
• Demonstrates ability to read, write, spell, and speak English in clear, concise, and grammatically correct sentence structure.
• Demonstrates ability to use a simple calculator.
• Promotes team achievement within the department.
• Demonstrates ability to accept constructive feedback.
• Demonstrates ability to negotiate with customers.
• Demonstrates ability to ask for the sale

• Overtime is required and must be approved in advance by the supervisor.
• Lunch and dinner breaks are assigned daily.
• 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.

Telesystem