The Customer Service Representative will interact with the company's customers by addressing inquiries and resolving complaints.Reports to: Customer Service SupervisorDepartment: Customer OperationsClassification: Hourly Non-exemptEssential Duties and ResponsibilitiesReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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
Access to Sensitive Areas and Information
- Access to CPNI and other sensitive customer related information
General Qualifications
- 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
Education and/or Experience
- High school diploma or equivalent preferred
- Customer service experience preferred
Supervisory ResponsibilityThis position has no supervisory responsibility.Work EnvironmentThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.Position Type/Expected Hours of WorkThis is a full-time position: Monday through Friday, 8:00 a.m. to 5:00 p.m.TravelInfrequent travel is expected for this position.EEO StatementJBN Telephone Company, Inc. and Giant Communications, Inc. (Company) provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Company expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Company's employees to perform their job duties may result in discipline up to and including discharge.