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Customer Service Representative

4 months ago

Abilene, United States TCT Full time
Job DescriptionJob Description

ESSENTIAL RESPONSIBILITIES/JOB TASKS

1. 40% Order Processing: Requires interaction with customers for the purpose of locating their property to determine available services and pricing. Tasks may include, but are not limited to, processing the order which includes determining their needs, assisting them in completing required documentation, data entry in billing software, collection of money which may include membership fee, installation fee, deposit, informing customer of government programs they may qualify for such as Lifeline and ACP, educating customer on how to use services they are subscribing to, reviewing of the account to ensure accuracy of account information, services installed, interacting with the billing software company of issues with entering the order, interacting with customers by phone or in person when customer requests changes to the services they are currently subscribed to as well as entering the order to make the change, interacting with Dispatch or Plant staff may also be required, making changes such as, Name Changes, CPNI updates, contact information updates, authorized users, services, ACH, online billing login credentials, moving services to a new location, upgrading/adding/removing features or services, etc. Monitored by the Customer Service Manager, customers, and other staff feedback, and through billing audit reports.

3. 25% Payment Processing: Taking payments in the office with cash, checks, debit/credit cards for the purpose of payments being recorded timely and accurately. Tasks may include, but are not limited to, accuracy in counting cash and determining correct cash back amount, taking payments over the phone with credit cards, printing or emailing receipts, balancing cash drawer at the end of the day, closing batches and entering end of day totals for daily deposit, verifying accuracy of the deposit, etc. Monitored by the Customer Service Manager through reports.

2. 15% Call Routing: Answering incoming calls and transferring them to the person requested or who can best meet their needs for the purpose of assisting customers receive the information they need. Tasks may include, but are not limited to, having knowledge of other departments in the company to transfer calls to staff members that can best assist the customer, etc. Monitored by the Customer Service Manager and feedback from customers and staff.

4. 10% Billing/Accounting Support: Understanding of how to read customer bills for the purpose of assisting customers. Tasks may include, but are not limited to, understanding the billing process and timelines in order to educate customers when changes, payments, etc. are made on their account, adding ACH (Account Clearing House) to customers account and educating them on the process, understanding of the billing software in order to find and give accurate information when assisting customers, working with management or other departments to resolve billing disputes, assisting customer with questions about Capital Credits regarding how the process works, payouts of capital credits, etc. Monitored by Customer Service Manager through reports.

5. 5% Marketing/Retail/Cellular Support: Creation of the yearly Directory participating in events TCT/TCW for the purpose of promoting products and services. Tasks may include, but are not limited to, recommending to customers additional services or products either in person, over the phone, direct mail, participating in events such as parades, fairs, public events outside of business hours, understanding of retail inventory in order to assist customers when wishing to purchase retail items, assisting cellular customer with questions, phone replacements, etc. Monitored by Customer Service Manager and Regional Store Manager, with feedback from customers and staff.

6. 5% Customer Service Technician (CST) Support: Basic trouble shooting with customer in person or over the phone for the purpose of solving the issues they have. Tasks may include, but are not limited to, assisting with provisioning customer equipment, customer interaction when CST is replacing customer equipment and customer is picking it up in office, etc. Monitored by the Customer Service Manager and feedback from customers and staff.