Customer Service Representatives
Birch Communications Inc. - Emporia, KS

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DESCRIPTION

Summary:
Ensures total customer satisfaction is met or exceeded by attending to customer calls and recording accurate information as required via paper or computer.

DUTIES

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

Communicates with customers by phone to receive orders for installation of service, turn on, discontinue add, delete, move or change service for customer and address billing or other service related issues.
Completes form indicating service requested; prepares change of address records and issues discontinuance orders.
Solicits sale of new or additional service via inbound calls.
Addresses complaints concerning customer billing problems or services rendered, resolving the problem, when appropriate or escalates problem to proper authority for resolution.
Notifies proper authority of complaints or service failures to ensure that problems don't occur in the future, if preventable.
Contacts service provider to visit customers at their location to investigate conditions preventing completion of service connection orders and/or other problems customer may be experiencing.
Follow up with customer regarding repair and order processing to ensure problem resolution.
Provides above average level of customer service to all customers (internal and external).
Upholds Birch Communications' company virtues.
To meet/exceed and maintain service levels as assigned by management.
To meet/exceed expected reliability standards.

QUALIFICATIONS

Education and/or Experience Requirements:
High School diploma or GED
1-2 years customer service experience
1-2 years computer experience (internet, windows, database, etc.....)

Knowledge and Skill Requirements:
Excellent customer service skills
Excellent communication skills (verbal and written)
Ability to exercise tact and good interpersonal skills
Time management skills
Analytical skills
Problem solving skills
Ability to be pro-active with a sense of urgency
Ability to keep customer information confidential

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

Communicates with customers by phone to receive orders for installation of service, turn on, discontinue add, delete, move or change service for customer and address billing or other service related issues.
Completes form indicating service requested; prepares change of address records and issues discontinuance orders.
Solicits sale of new or additional service via inbound calls.
Addresses complaints concerning customer billing problems or services rendered, resolving the problem, when appropriate or escalates problem to proper authority for resolution.
Notifies proper authority of complaints or service failures to ensure that problems don't occur in the future, if preventable.
Contacts service provider to visit customers at their location to investigate conditions preventing completion of service connection orders and/or other problems customer may be experiencing.
Follow up with customer regarding repair and order processing to ensure problem resolution.
Provides above average level of customer service to all customers (internal and external).
Upholds Birch Communications' company virtues.
To meet/exceed and maintain service levels as assigned by management.
To meet/exceed expected reliability standards.

Birch Communications Inc. - 17 months ago - save job - block
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