CUSTOMER SERVICE REPRESENTATIVE I
Company: Smithville Communications
Location: Ellettsville
Posted on: March 14, 2023
Job Description:
Join Smithville and our Customer Service Team, where you will
enjoy working as a member of a fun, talented group! A group that
loves delivering the best customer experiences every day! You will
receive incredible benefits, including low cost healthcare and
dental (Base Plans), generous PTO, paid holidays, 401(k) retirement
plan with a great company match, tuition reimbursement, discounted
services, and celebration events! Investing in our team members is
a Smithville priority! As a Customer Service Representative I, you
will research and resolve customer concerns and work in close
partnership with all departments. You will use active listening and
critical thinking skills to make sound decisions in a contact
center environment. You will be an active participant in our quest
to continually improve the "customer experience" by sharing your
suggestions to create a world-class experience for each customer.
Work Shift: Monday to Friday, 9:00 am to 6:00 pm. (Initial training
will be Monday to Friday, 8:00 am to 5:00 pm.) Location: The
Customer Service Representative I role is an onsite work position
at our offices in Ellettsville, IN. RESPONSIBILITIES
- Answer customer inquiries and effectively sell Smithville
products and services to new and existing ILEC and CLEC residential
customers (70%)
- Respond to customers via phone, fax, and email.
- Provide customers with product and service information,
including pricing, installation costs, and product upgrades.
- Enter new customer information and service orders daily.
- Edit existing customer information and service orders
daily.
- Identify, research, and resolve customer complaints using
available resources (25%)
- Follow up on customer inquiries not immediately resolved within
24 hours.
- Actively listen to customers' concerns and needs.
- Research customer account for credit rating, service standing,
account standing, previous trouble history, and other relevant
information.
- Communicate effectively with peer departments and use sound
judgment to determine an appropriate course of action.
- Communicate issues effectively to Team Lead and Supervisor
during escalated instances.
- Other duties as assigned (5%) QUALIFICATIONS
- High school diploma or equivalent required
- Previous sales and customer service experience required. Call
center experience is a plus
- Demonstrated computer skills and keyboarding experience
required (40 wpm). Should have a proficiency in Microsoft Office
applications, and an ability to quickly learn new software
- Excellent verbal and written communication skills
- Polished interpersonal skills and ability to interact with a
diverse population
- Ability to protect confidential and sensitive information
- Creative and critical thinking skills
- Strong analytical and organizational skills
- Attention to detail; high level of accuracy
- Ability to embrace change, learn new skills, and continuously
improve
- Ability to work both independently and with co-workers toward
company goals TYPICAL WORKING CONDITIONS
- Work is typically completed in a climate-controlled office
environment
- Noise level is quiet to moderate
- Typical work week is 40 hours EMPLOYEE BENEFITS
- Competitive Wage
- Insurance Plans include Medical Prescription Dental Vision Term
Life Long-Term Disability Voluntary Insurance Our Base HDHP Medical
Plan and Base Dental Plan are at a very low cost for you and your
family. (Some restrictions may apply)
- Health Savings Account with generous annual company
contributions to your HSA
- 401(k) Retirement Savings Plan with a valuable company matching
contribution
- Generous Paid Time Off (PTO) program
- Nine (9) Paid holidays
- Tuition reimbursement
- Paid training
- Discounted company products and services ABOUT US Recognized
nationally as a Top 100 broadband (fiber optic internet) provider,
Smithville is built from the ground up by Hoosiers, for Hoosiers.
An award-winning communications technology company, Smithville had
modest beginnings 100 years ago as an Indiana telecommunications
company. While its products and services have changed as technology
has, its commitment to its customers has remained steadfast. Today,
that commitment is reflected in Smithville's dedication to bringing
the best available technology platform to Indiana residents for
state-of-the-art communication and data services, all with the
highest possible level of customer satisfaction. Review of
employment applications will begin immediately and continue until
the position is filled. Smithville is proud to be an equal
opportunity employer.
PI
Keywords: Smithville Communications, Bloomington , CUSTOMER SERVICE REPRESENTATIVE I, Hospitality & Tourism , Ellettsville, Indiana
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