Customer Service Representative I

VTX COMMUNICATIONS LLC•Jourdanton, TX

1d•Onsite

About The Position

The Customer Service Representative (CSR) serves as the first point of contact for customers and visitors, providing exceptional customer service in person, by phone, and through other communication channels. This position is responsible for assisting customers with applications, account inquiries, payments, and general service information related to VTX Communications and its subsidiaries. The CSR ensures that all interactions are handled professionally, efficiently, and in alignment with company standards and policies.

Requirements

High school diploma or general education degree (GED) required.
Minimum of one (1) year of customer service or office experience preferred.
Must have a valid Driver's License and insurable record.
Must pass pre-employment screen, physical and background checks.
Must be computer literate and proficient in Microsoft Office products including Excel, Word, PowerPoint, and Outlook.
Must be able to work under frequent interruption conditions.
Must be capable of working with and understanding basic concepts of computer printouts.
Must be able to work with others, around others, and independently.
Must be responsible, tactful, and maintain a good sense of humor.
Must have a pleasant personality, be well-groomed, and make a good impression on visitors and customers.
Must demonstrate good telephone etiquette.
Must develop a strong understanding of company products, services, and operational procedures.
Must be able to work shift rotations between 8:00 a.m.–5:00 p.m. or 10:00 a.m.–7:00 p.m. as needed.
Must be able to travel when needed, sometimes with short notice, to assist other offices, attend trainings, or support company events.
Must be willing to go door-to-door to obtain customer connections or promote company services when necessary.
Maintain a minimum of 40 hours of Customer Service Training.
Strong interpersonal and communication skills, both verbal and written.
Ability to handle multiple tasks efficiently and maintain attention to detail.
Ability to maintain professionalism and composure under pressure.
Demonstrated problem-solving and conflict-resolution skills.

Nice To Haves

Experience in telecommunications, utilities, or related industry a plus.
Bilingual (English/Spanish) preferred to provide quality service to customers.

Responsibilities

Greeting all customers and visitors in a professional, courteous, and friendly manner.
Ensure that the business office always has a Customer Service Representative available to assist customers during operating hours.
Answer all incoming calls by the third ring and promptly deliver messages to the appropriate staff member.
Take payments, give change, and balance cash drawer daily in accordance with company policies.
Assist customers in completing service applications, updates, and disconnect requests for VTX Communications and its subsidiaries.
Establish new accounts and update customer information in the billing system with accuracy and attention to detail.
Research and resolve billing inquiries, payment discrepancies, and service-related issues in a timely manner.
Issue service orders for connects, disconnects, or changes in service and follow-through to ensure completion.
Explain services, pricing, promotions, and company policies to customers clearly and professionally.
Coordinate with other departments (Engineering, OSP, Technical Support, and Billing) to ensure customer requests are handled promptly.
Direct customers to a Level 2 or Level 3 Customer Service Representative for advanced support or account management when necessary, and exercise sound judgment in knowing when to escalate issues for timely resolution.
Mail membership applications and welcome packets to new customers requesting service.
Record all visitor names in the visitor log and ensure visitor tags are issued and collected upon departure.
Attend all assigned staff meetings and training sessions.
Prepare and submit a summary of knowledge or skills gained from participation in all external training sessions.
Maintain compliance with all applicable OSHA regulations and departmental safety standards.
Perform other related duties as assigned.