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Client Relations Associate
2 months ago
Salary: Dependent on Experience
Position Summary: Engages with clients to gather information, processes requests for new services and modifications. Aims to foster positive relationships with customers.
Key Responsibilities:
- Communicate with clients via phone or in-person to take orders for new installations, activations, service discontinuations, or modifications.
- Respond to customer inquiries regarding the types and availability of services provided.
- Address customer complaints and gather detailed information to accurately assess issues and determine appropriate resolutions.
- Complete necessary documentation, calculate charges for requested services, collect deposits, and manage address change records.
- Promote the sale of new or additional services and related products.
- Handle incoming calls on a multi-line telecommunications system.
- Evaluate caller inquiries and requests, transferring calls as needed.
- Provide clerical support as required.
- Manage incoming and outgoing mail, including receiving and delivery tasks.
- Organize and file customer correspondence.
- Educate clients on long-distance carrier options and selection processes.
- Perform all functions related to daily cash collection and posting of customer payments.
- Assist with inquiries related to billing and account issues, ensuring clear and concise communication.
- Support collection efforts on overdue accounts.
- Maintain confidentiality of records and adhere to Customer Proprietary Network Information (CPNI) regulations.
- Be available for on-call duties during evenings and weekends as necessary.
Additional Responsibilities:
- Carry out other duties as assigned to fulfill job functions.
Required Knowledge, Skills, and Abilities:
- Familiarity with company policies, procedures, products, and services can be acquired on the job.
- Understanding of telecommunications terminology and functions is beneficial.
- Proficient in operating personal computers and relevant software.
- Ability to communicate effectively and courteously with customers to explain and resolve service or billing issues.
- Skilled in using various office equipment, including copiers, fax machines, and multi-line telephone systems.
- Capable of presenting information clearly and responding to inquiries from management, customers, and the public.
- Possess a pleasant and efficient telephone demeanor to enhance customer relations.
- Able to work with diverse personalities to maintain a positive image.
- Competent in managing multiple priorities, working accurately under pressure, and paying attention to detail.
- Able to perform calculations involving discounts, interest, commissions, and percentages.
- Willingness to learn telecommunications industry terminology and functions.
- Exhibit a professional appearance and demeanor.
- Communicate effectively in writing and verbally with customers, colleagues, and business contacts in a courteous manner.
- Self-motivated and maintain rapport with staff to stay informed about system activities.
- Assist management in understanding customer and community feedback.
- Familiarity with capital credits is advantageous.
- Possess a valid driver's license, maintain a good driving record, and be insured under the company's policy.
- Maintain confidentiality of customer and company records.
- Work under general supervision while following established guidelines.
- Willingness to travel for training and educational purposes.
- Collaborate effectively in a team environment and engage positively with other departments.
Education and Experience:
A combination of education and experience that provides the necessary knowledge, skills, and abilities is required. Typically, this includes: A high school diploma or GED with one to three months of related experience and/or training, or an equivalent combination of education and experience.
Physical Requirements:
- Primarily sits at a desk throughout the workday.
- Occasionally stands and walks short distances within the office.
- Handles documents, papers, and office equipment.
- Bends and stoops when accessing files.
- May need to lift items weighing up to 40 pounds.
Additional Information:
This job description is not exhaustive. The successful candidate may also perform other related business duties as assigned by the Customer Service Supervisor. Nemont reserves the right to modify job duties and responsibilities as necessary. This description does not constitute a written or implied employment contract.
