Customer Relations Rep - Forsyth

$23.50 - $32.69 hourly
Full time Customer Service Entry Level General Business Sales Telecommunications

Job Description

JOB SUMMARY:

Under the supervision of the Customer Relations Manager, the Customer Relations Representative (CRR) serves as primary point of contact for residential customers, assisting with new service requests, billing inquires, payment processing, payment arrangements, perform credit checks, and perform collection functions on delinquent accounts. This role is a primary contact with current and potential customers and is expected to promote and sell / upsell Range services, to meet established sales goals. This role is responsible for documenting customer information and input notes / reports for service repairs and troubleshooting tickets (ex: Tier 1 troubleshooting support for broadband issues). This role also processes data entry on service orders and account changes.

ESSENTIAL DUTIES AND RESPONSIBILITIES AND EXPECTATIONS:

  • Provides professional customer relations at all times while assisting residential customers with billing inquiries, new service requests, service plan changes, cancellation / disconnection requests, and any other Range service questions / concerns presented by customers (walk-in traffic, phone-based exchanges, email-chat / messaging exchanges). Determines appropriate form(s) and completes paperwork and / or computer field data entries for service plan changes and orders.
  • Works professionally and promptly to resolve discrepancies for residential customers. Follows up with documenting the updates and ensuring maintenance of accurate billing records on residential accounts. and reconciles billing statements.
  • Professionally receive incoming customer calls for repairs and troubleshooting support, including:
    1. Documents customer repair requests and service order details, schedules orders and troubleshooting tickets for technicians.
    2. Provide Technical Support on Tier 1 troubleshooting with customer internet issues (Changing Wi-Fi passwords, provisioning equipment, or revising customer cloud-based information).
    3. Work directly with customer support services, to resolve Range customers’ service issues, alerts / alarms, support tickets, and all other service-related issues.
  • Coordinates with customers on the exchange or return of Range equipment, and documents equipment received and issued to maintain accurate inventory tracking.
  • Participates in department cross training practices and schedules and learns / maintains skills and knowledge to efficiently perform multiple functions across the customer service / commercial department.
  • Participates professionally in teamwork-based situations, working with marketing department staff to strategically promote and sell Range services to new and existing customers.
  • Updates Range databases (CPNI (Customer Proprietary Network Information), billing records system) with account information revisions to maintain accurate documentation.
  • Reference / read maps: Review a variety of map resources to verify customer property locations, determine service eligibility, speed option(s) available, then communicate findings to the engineering department for records maintenance.
  • Establish customer account link with the applicable phone, auto pay system, and update account information. Process electronic interface customer submissions and coordinate appropriate response to system’s daily task alerts.
  • Proofread, prepare final drafts, and publish / distribute Range’s annual directory and monthly update notices.
  • May be assigned to assist with collecting, posting, processing, and depositing daily receivables.
  • Uphold and demonstrate your commitment to Range’s values in everything you do.  Be Innovative-Create the environment where we continually improve and adapt, Be Kind—Our actions make a difference, Be Trustworthy—Do the right thing, take responsibility for our actions, and honor our commitments, and Be United—People are our purpose; unified teams build the strongest networks.
  • Performs various administrative and customer service-related duties as assigned.

MINIMUM QUALIFICATIONS (EXPERIENCE/EDUCATION):  (A combination of demonstrable years’ experience and applicable alternative training(s) may be considered in lieu of the following qualifications).

  • Successful completion of a High-School diploma program or GED curriculum / exam (12th grade equivalent) or any other state recognized secondary education program.
  • 1-year of successful work experience in a customer relations function, or a similar type of administrative support role.

Preferred qualifications included:

  • A valid, state issued, and insurable drivers’ license.

COMPETENCIES OR KNOWLEDGE, SKILLS AND ABILITIES (KSA’S):

  • Customer Relations and Professionalism: Knowledge of principles and processes for providing professional customer and personal account services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • English Language: This role requires proficient working knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Office / Administrative Support: Skilled and knowledgeable in drafting, editing, and proofreading internal and external correspondence. Files department data and ensures files are organized.  Perform data entry accurately.  Schedule meetings and appointments for multiple contacts and maintain calendar(s) as appropriate.
  • Administrative / General Office Equipment Operation: Efficiently use common office equipment (computer, digital camera, scanner, fax machine, copier, phone). Identify operational problems with common equipment and determine resolution.  Repair and upgrade office and/or basic equipment.
  • Decision Making: Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department.
  • Problem Solving: Problems are varied, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, and general standards and past practices.
  • Attention to Detail: Successful performance requires being careful about detail and thorough in completing work tasks.
  • Analytical Skills: Skilled in observing and assessing situations to determine how to respond promptly and professionally. This requires the ability to explain complex situations to customers and department staff members to help them understand (such as lack of service or troubleshooting scenarios).   
  • Confidentiality: Daily, must deal with confidential matters related to both customers and business operations, and not disclose to unauthorized parties. Access to sensitive information (customer account information, databases, and Range services /programming data) must be handled with discretion and professionalism.
  • Teamwork and Cooperation: Successful performance in this role requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. This includes being skilled at developing and maintaining relationships to enhance workflow and work quality.
  • Time Management: Skilled with efficient management of one's own time and the time of others.
  • Service Orientation: Actively seeking out ways to help internal and external customers.
  • Intermediate Computer / Technical Skills: Use word processing and data entry tools and develop spreadsheets and presentations efficiently. Create moderate -to- complex documents. Conduct intermediate database / systems analyses and troubleshoot issues.
  • Persuasion: Persuading others to consider options and alternatives, or to change their minds.
  • Social Perceptiveness: Being aware of others' reactions to understand their perception and identify the appropriate approach to respond.
  • Integrity: Successful performance in this role requires being honest and ethical.
  • Independence of Action: Work progress is monitored by the manager; incumbent follows policies and procedures and may set priorities and organizes work within general guidelines established by the role’s manager.
  • Oral Comprehension & Expression: The ability to listen and understand information / ideas presented through spoken words / sentences, paired with the ability to communicate information / ideas through speech so others will understand.

PHYSICAL DEMANDS & WORKING CONDITIONS:

This role performs assigned work duties within a general office environment. Employees are protected from weather conditions or contaminants, but not necessarily occasional temperature changes. Other functions and demands include the following:

  • Sitting / standing at an office desk for up to 8 hours / day, or longer depending on the demands of the job.
  • Frequent use of technology, computers, devices, keyboards, etc. (Repetitive hand motion and typing like functions).
  • Hearing, listening, talking, standing, walking, bending, stooping, reaching, kneeling, squatting, balancing, pushing/pulling, and climbing stairs are all expectations of this role, although some of these functions may be more seldom performed than others.
  • Must be able to lift 20 pounds at times.
  • Must be able to access and navigate each department at the organization’s facilities.

EEO STATEMENT

RANGE is an Equal Opportunity Employer. RANGE does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.