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Customer Service Representative

1 month ago

Millington, Tennessee, United States RITTER COMMUNICATIONS HOLDINGS, LLC Full time
Job Overview

Ritter Communications Holdings, LLC is seeking a highly skilled Customer Care Representative to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers, resolving issues, and promoting our services.

Key Responsibilities
  • Provide timely and effective resolution to customer inquiries and issues related to billing, pricing, and product information.
  • Respond to customer emails and phone calls in a professional and courteous manner.
  • Set up and manage customer accounts, including setting deferred payment dates and educating customers on eligibility for Lifeline and Affordable Connectivity programs.
  • Volunteer to participate in after-hours events and community activities to build relationships with customers and promote our services.
  • Ensure that each customer receives outstanding service by providing a friendly environment, solid product knowledge, and effective communication.
  • Manage customer inquiries and problems in a professional and timely manner, remaining current with changing trends in the telecommunications industry.
  • Take ownership of identifying, researching, and resolving billing inquiries and account changes.
  • Retain existing customers through proactive customer service and consulting techniques, enabling customers to perceive value in our services.
  • Verify and complete required documentation for customer premise equipment, whether returned or issued.
  • Enter and verify all customers' information and service orders into applicable billing and operations software programs.
  • Develop relationships with customers in person, on the phone, or through written communications.
  • Interact with other groups to identify, troubleshoot, and/or resolve service and/or scheduling issues, and provide consistent follow-up to ensure timely completion or resolution that meets or exceeds customer expectations.
  • Process cash, bank drafts, check, and credit card payments via appropriate software, maintaining security of cash drawer, receipts, and customer payment information at all times.
  • Balance cash drawer/posts payments daily/sets up and/or makes bank deposits daily.
  • Able to travel to remote office locations, and/or other locations as required.
  • Maintain confidentiality and security of all customer information.
  • Recognize, document, and alert the supervisor of trends in customer calls and/or interaction.
  • Share acquired information with team members, and provide information that can be used for new hire training or expanding others' knowledge.
  • Communicate difficult or sensitive information tactfully.
  • Makes outbound calls for the purpose of follow-up, courtesy, and collection.
  • Demonstrate initiative to complete other departmental responsibilities during slower call volume/walk-in traffic times.
  • Apply knowledge of specific product details to troubleshoot and resolve minor problems and prevent unnecessary dispatch of a service technician.
  • Able to regularly work flexible schedules, including overtime, nights, weekends, and some holiday.
  • Demonstrate effective time management by prioritizing daily work activities.
  • Project a professional appearance and demeanor when interacting with customers or representing Ritter Communications in other activities.
Requirements
  • High School Diploma or GED plus one-year previous customer service experience is required.
  • Basic keyboarding skills, basic math skills, and basic verbal skill are necessary.
  • 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.
  • Knowledge of voice, video, and data industries, database software applications, and basic computer experience including Word, Excel, Microsoft Edge, and Outlook are required.
  • Previous experience interacting with difficult customers, actively listening, communicating clearly, and assuring customer understanding while identifying and resolving the situation is preferred.
  • Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems is necessary.
  • 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 is required.
  • Ability to pay close attention to detail, work with frequent interruptions, multitask efficiently and effectively, work independently and exercise initiative, effectively function as a team player, and manage personal and work-related stress effectively is necessary.
About Ritter Communications Holdings, LLC

Ritter Communications Holdings, LLC is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more.