Customer Care Representative

Ritter Communications•Jonesboro, AR

About The Position

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, cloud and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 155 communities and more than 57,000 customers in Arkansas, Texas, Missouri and Tennessee. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience. We are looking for an experienced Customer Care Representative to join our team! General Summary: Customer Care Representatives assist both existing and prospective customers with service-related issues or inquires. The assistance this position delivers ranges from billing and account questions to service trouble and changes in services. The CCR is also responsible for performing tasks that help manage customer accounts and promoting services offered by the company. Promotion of services by the CCR often leads to new sales and/or upgrades in service as well as encourages word-of-mouth advertising within the service communities. Must be able to work Monday - Friday 10am - 7pm.

Requirements

Basic keyboarding skills
Basic math skills
Basic verbal skill
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. Includes ability to follow written and oral instructions
Knowledge of voice, video and data industries
Knowledge of database software applications, i.e. billing systems, accounting systems, and vendor order systems
Basic computer experience including Word, Excel, Microsoft Edge and Outlook
Previous experience interacting with difficult customers, actively listening, communicating clearly, and assuring customer understanding while identifying and resolving the situation
Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems
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
Ability to pay close attention to detail
Ability to work with frequent interruptions
Ability to multitask efficiently and effectively
Ability to work independently and exercise initiative
Ability to effectively function as a team player
Ability to manage personal and work-related stress effectively; demonstrates effective time management skills, exhibits patience
High School Diploma or GED plus one-year previous customer service experience is required

Responsibilities

Answers internal and external, residential customer’s calls and emails concerning questions about billing, pricing, product information, & availability
Checks the customer service email queue daily; respond to emails and/or follows-up with phone calls
Sets deferred payment dates for customers having difficulty making payments in full
Educates customers on eligibility for Lifeline and the Affordable Connectivity programs
Volunteers to participate in after-hours events hosted by Ritter Communications, our customers, vendors and the community
Ensures that each customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and solid product knowledge
Manages customer inquiries and problems in a professional, effective and timely manner
Remains current with changing trends in the telecommunications, cable television and home security industries and the services and products offered by Ritter Communications
Takes ownership to identify, research and resolve billing inquiries, and account changes
Retains existing customers through proactive customer service and consulting techniques, enabling customers to perceive value in the service
Verifies and completes required documentation for customer premise equipment, whether returned or issued
Responsible for entering and verifying all customers’ information and service orders into applicable billing and operations software programs
Develops relationships with residential customers in person, on the phone or through written communications
Interacts with other groups to identify, troubleshoot, and/or resolve service and/or scheduling issues, and provides consistent follow-up to ensure timely completion or resolution that meets or exceeds customer expectations
Processes cash, bank drafts, check and credit card payments via appropriate software, maintaining security of cash drawer, receipts, and customer payment information at all times
Balances 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
Maintains confidentiality and security of all customer information
Recognizes, documents, and alerts the supervisor of trends in customer calls and/or interaction
Shares acquired information with team members, and provides information that can be used for new hire training or expanding others’ knowledge
Communicates difficult or sensitive information tactfully
Makes outbound calls for the purpose of follow-up, courtesy, and collection
Demonstrates initiative to complete other departmental responsibilities during slower call volume/walk-in traffic times
Applies 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
Demonstrates effective time management by prioritizing daily work activities
Projects a professional appearance and demeanor when interacting with customers or representing Ritter Communications in other activities