Customer Service Representative
Giant Communications•Holton, KS
•Onsite
About The Position
The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints. This role involves providing support and information on products and services, collecting and entering orders, and handling customer questions and complaints. The representative will maintain customer accounts, process various customer-related requests, and monitor payment arrangements. Access to CPNI and other sensitive customer-related information is required.
Requirements
- Excellent communication skills including active listening
- Service-oriented and able to resolve customer grievances
- Proficient computer skills with the ability to learn new software
- Proficient with Microsoft Office suite
- Access to CPNI and other sensitive customer related information
Nice To Haves
- High school diploma or equivalent preferred
- Customer service experience preferred
Responsibilities
- Interacts with customers via telephone, email, online chat, or in person to provide support and information on products and services
- Collects and enters orders for new or additional products or services
- Fields customer questions and complaints; when the issue is beyond the representatives’ knowledge, forwards to the Customer Service Supervisor
- Ensures that appropriate actions are taken to resolve customers’ problems and concerns
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
- Receives trouble calls and dispatch technicians as necessary
- Send monthly lifeline notifications to all customers whose lifeline program is within 30 days of expiration
- Send E911 data to PSAP; correct errors
- Process pull bills to establish which items need to be mailed, shredded, or refunded; make accounting entries
- Mail telephone books to all new customers
- Create directory assistance report and send to NDA at least once weekly
- Monitoring customer payment arrangements
- Performs other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
