Customer Service Representative

Copper Valley Telecom • Valdez, AK

296d

About The Position

The Customer Service Representative at Copper Valley Telephone Cooperative provides excellent customer service to members and customers by consulting about products, services, pricing, and availability. This role involves selling wireless handsets and devices, processing service orders for new service, disconnects, and changes to customer accounts, receiving payments, and balancing cash drawers. The representative also assists with the collection of past due accounts and performs various clerical and commercial duties.

Requirements

• High School diploma or equivalent.
• 2 years of office/clerical and customer service experience.
• Knowledge of features and functionality of wireless devices.
• Knowledge of cash till operations.
• Knowledge of company policies and procedures.
• Skill in operating various office equipment such as personal computer, printer, typewriter, postage machine, fax machine, copier, shredder, email, and telephone systems.
• Skill in accurately accounting for and balancing receipts.
• Skill in oral and written communication.
• Ability to perform six digit addition, subtraction, multiplication and division calculations at average or better speed.
• Ability to type a minimum of 45 wpm.

Nice To Haves

• Knowledge of CVTC system area, facilities, bylaws, directory information requirements, membership types and classes, interexchange carriers available, and outside database relationships.
• Knowledge of tariffs and their applications.
• Skill in dealing with difficult customers.
• Ability to maintain confidentiality.
• Ability to organize and prioritize multiple work assignments.

Responsibilities

• Provides excellent customer service to members and customers by consulting about products, services, pricing and availability.
• Closes sales for new and upgraded services and makes outbound sales calls.
• Responds to customer requests and questions, providing customer account information.
• Maintains retail store spaces and displays according to company standards.
• Sells wireless handsets and devices by assisting customers in selecting appropriate devices.
• Utilizes software and hardware tools to program and deploy devices.
• Troubleshoots customer problems as needed.
• Processes service orders for new service, disconnects, and changes to customer accounts.
• Routes service orders to appropriate departments and ensures application forms and membership records are complete.
• Reviews deposits, membership, installation fee tariffs, and billing information with members.
• Assigns telephone numbers to new service.
• Receives customer payments, posts payments to customer accounts, and balances cash drawer daily.
• Prepares customer receipt deposits and processes returned checks as needed.
• Distributes, documents, and replenishes petty cash.
• Performs clerical and commercial duties including maintaining supply inventory, archiving documents, preparing correspondence, and filing various documents.

What This Job Offers

• Industry: Telecommunications
• Education Level: High school or GED