Job Title
Customer Service Representative I
Department
Customer Service
Status
Non-exempt
Supervisor’s Title
Customer Care Manager
Job Summary
Responds to inquiries received through phone, email and/or written correspondence with customers by following standard scripts and procedures. Uses a computer system to track questions and answers as well as enter orders. Responds to inquiries requiring written response with the use of standard form letters. Works under direct supervision.
Essential Functions
- Answers all incoming calls from customers and resolves billing and service issues.
- Responds to customers via telephone, email or written correspondence in a quick and accurate manner, in regards to routine customer requests, inquiries and complaints; forwards complex issues on to CSR II, Lead CSR or Customer Care Manager.
- Opens and closes customer accounts.
- Reviews customer correspondence.
- Generates field activities to document and take ownership of customer complaints in order to obtain a resolution to issues.
- Acts as liaison between customers and service operators to resolve service issues to ensure customer satisfaction.
- Monitors system-generated shut off field activities for non-payment; makes payment arrangements in accordance with state regulations and company policy.
- Processes customer payments and maintains the requisite financial tracking systems.
- Initiates and terminates service as requested.
- Applies tariffs for all states, as required.
Additional Responsibilities
- Assists with account adjustments as necessary.
- Performs other duties as assigned.
Computer Skills
Required: MS Office products and Internet Explorer
Preferred: JD Edwards, CC&B, ShoreTel Call system
Additional Skills
- Friendly, customer service focus.
- Ability to effectively prioritize and manage day-to-day tasks in an efficient manner.
- Reliable, self-motivated and well organized.
- Strong written and verbal communication skills.
- Ability to multitask in a fast-paced environment.
- Excellent organizational and interpersonal skills.
- Demonstrates accuracy and thoroughness and monitors own work to ensure quality.
- Detail oriented.
- Ability to work within a team environment, as well as independently.
- Maintains high level of confidentiality.
Education
Required: HS Diploma or GED
Experience
0 -1 year of related experience is preferred. Knowledge of commonly used concepts, practices and procedures relating to customer service is helpful. Relies on instructions and pre-established guidelines to perform job functions.
Physical Demands
Light to moderate physical activity, requires normal hearing and vision.
Equipment Used
PC and/or laptop, copy/scan/fax machine, telephone and other general office equipment.
Additional Comments
This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as desired.
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