Customer Service Representative
Job Title:
Customer Service Representative
Company Name:
Barry County Telephone Company
Job Description:

Customer Services Responsibilities

General Summary:

Support customers over the phone by answering technical questions concerning voice and data troubles.

Essential Job Functions:

Provide excellent customer service by assisting customers.
Provide assistance to customers to ensure the effective use of all services and programs provided by the company.
Manage all incoming calls and customer follow up.
Identify and assess customers’ needs to achieve satisfaction
Handle customer complaints, provide appropriate solutions
Go the extra mile to engage customers.
Document customer interactions through detailed comments noted on customer accounts.
Record customer calls for training and quality control purposes.
Be courteous and professional with each customer that calls in.
Analyze customers’ needs and up sell products based on those needs.
Coordinate all daily activities on a continuous basis with outside technicians in order to keep service orders and troubles prioritized.
Attend all staff trainings to ensure continuing knowledge and understanding of services and products offered.
Continue to show improvement in all job functions and responsibilities through utilization of resources, training materials and opportunities provided both within the Company and from outside research.
Alert supervisor if assigned work equipment is suspected to be in need of maintenance or repair.
Assist other employees as needed.
Perform all other related duties as assigned by manager.*

Knowledge, Skills and Abilities:

Being on Time is Key
Teamwork is required and an important part of this role.
Knowledge of telecommunications technology, products and services.
Knowledge of company policies and procedures.
Knowledge of company products and services.
Skill in operating various types of office equipment such as personal computer, various software programs and telephone systems.
Skill in identifying and resolving subscriber problems.
Skill in oral and written communication.
Ability to accurately troubleshoot technical issues occurring with customer premise equipment through telephone communications with BCTC & MEI Telecom clients.
Ability to communicate with customers, employees and various business contacts in a professional and courteous manner.
Ability to organize and prioritize multiple work assignments.
Ability to pay close attention to detail.
Ability to make sound decisions using information at hand.
Ability to create a team environment and sustain employee morale.
Ability to adapt to change quickly, utilizing a positive, professional attitude.
Ability to keep Company and customer information confidential according to Company’s nondisclosure policy and CPNI guidelines.

Education and Experience:

High School diploma or equivalent.
2+ years customer service experience

Salary and Benefits:

We offer a very competitive salary and benefits.

Please send resume in application to with Customer Service in the subject line for further consideration of this position.

Job Location:
Delton, MI
Contact Information:

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