Member Services Representative I

CTC • Baxter, MN

2d • Onsite

About The Position

The primary responsibility of the Member Service Representative (MSR) is to provide high quality, effective and efficient service and technical support to all membership and potential membership of CTC. Ensure member satisfaction by providing targeted member service when answering all incoming telephone calls or walk in members. Provide members with basic technical support as well as communicating with members through online web portals. MSR’s will partner with all departments and technical support in resolving member issues. MSR’s will effectively communicate with the CTC membership in verbal and written format.

This position supports the day-to-day calls and performs all essential functions at a basic level. The MSR I will have the ability to communicate effectively with members and properly assess the member’s needs with billing and services, including some technical troubleshooting. The MSR I will perform general administrative support to the MSR department. The MSR I will be required to sell, up-sell and retain CTC products and services to members and be able to communicate effectively with members in verbal form, email and Live Chat tools.

Requirements

• Ability to communicate effectively.
• Knowledge of standard English, spelling, grammar and vocabulary.
• Ability to follow written and oral instructions.
• Skills in operating technical work devices and proficiency with MS Office platforms.
• Advanced proficiency in operating telephone system and understanding callers requests.
• Skills in prioritizing, organizing and paying close attention to detail and the memory to retain pertinent information.
• Ability to meet inflexible deadlines and perform non-predictive multiple tasks with frequent interruptions.
• Ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully.
• Ability to function effectively as a team player and within a team environment.
• Make appropriate decisions in accordance with established company policies and procedures.
• MSR may be required to work outside of regular business hours.
• Working ability to sit for long periods of time entering data at a computer and using the phone/ headset.
• Advanced ability to maintain efficient workflow.
• High school diploma or equivalent.
• Three or more years of customer service experience.

Nice To Haves

• Previous experience in telecommunications, technical disciplines and sales is preferred.

Responsibilities

• Provide professional, friendly and helpful member service by assisting members with product, services, and billing questions.
• Answer all incoming calls into the member service center.
• Assist walk-in members and potential members face-to-face.
• Provides technical support and basic troubleshooting with customer trouble tickets.
• Provides basic support in troubleshooting ONT’s, including changing passwords and activating or deactivating wireless services.
• Listen and appropriately respond to member complaints. Generates trouble tickets as appropriate.
• Receives credit card payments over the phone and encourages e-billing for CTC members.
• Receive payments for services. May create bank deposits and maintain files for account receivable.
• Focuses on membership retention, specifically when talking to members that are considering other providers for services and explains the benefits of CTC and membership.
• Accepts orders from existing membership for additional services. Verifies with members the monthly billing amount, taxes and surcharges. Provide back-up support to new member sales.
• Utilizes NOC360 and Metaview to examine subscriber accounts and understands usage patterns. Works directly with member to analyze services and determine best package available based upon usage.
• Operates proficiently and effectively within eLations. This function includes creation of service orders for residential and business members, billing information, credit approval information and detailed notes.
• Maintenance of both active and inactive member files; processes service and disconnect orders.
• Process daily, weekly, and monthly reports and data requests.
• Provide phone directory support and accurately input local listings.
• Distributes inter-company mail. Open mail and distribute to appropriate individuals.
• Completes office tasks and special projects as assigned.
• Protect the confidentiality of member’s financial and personal information. Comply with CPNI regulations.

Benefits

• single and family medical, vision, and dental plans
• Company provided term life insurance, accidental death & dismemberment insurance, short and long-term disability
• paid vacation and paid holidays
• 401(k) and/or Roth 401(k) plan
• a defined benefit plan (pension plan)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED