The Customer Service Representative (CSR) is responsible for directly servicing the needs of the MaxxSouth residential customers with general information, billing, and promoting and selling MaxxSouth products and services to new and existing customers. The CSR provides analysis to advise MaxxSouth customers on their purchasing decisions with recommendations of technology solutions, thoroughly educates, and demonstrates the advantages of the recommended package.  The Customer Service Representative maintains a strong customer focus and strives to make all interactions a positive customer experience. The CSR reports directly to the assigned Customer Relations Supervisor(s). 

ESSENTIAL JOB FUNCTIONS

The Customer Relations Specialist is accountable for the following items:

• Providing a high level of face-to-face service to customers in a professional, courteous, and effective manner.
• Communicating 100% accurate information to customers regarding billing invoices, cycles, procedures and processes; general information about our products, services, and the company resulting in a First Call Resolution.
• Suggestive selling to upgrade customers’ services.
• Accepting and processing payments from walk-in customers and verifying field appointment times with customers.
• Monitoring and maintaining daily cash transactions, ensuring counts, batches and balances while meeting accuracy standards.
• Using the PC workstation to access customers’ accounts in order to assist customers with their needs.
• Ensuring the confidentiality of all customer information.
• Working continuously with co-workers as a team to achieve the goals of Customer Operations.
• Using good judgment when servicing the needs of our customers.
• Actively promoting the sales and retention of the Company’s services to our customers and co-workers.
• Process electronic communication for various locations to promote sell and support MaxxSouth products and services.
• Testing, preparing, and assign equipment inventory as needed (based on location).
• Keeping the department and lobbies neat and organized.
• Attendance at monthly department trainings and team meetings as assigned by the Customer Operations Management Team. 

JOB REQUIREMENTS

Education and Experience

• Previous experience in a customer service environment – required
• High School Diploma – required

Other Skills/Requirements

• Maintain punctuality and good attendance.
• Background record that meets Company standards.
• Reliable means of transportation at all times.
• Valid driver’s license and driving record that meets Company’s standards.

PHYSICAL DEMANDS

May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 20 lbs. is occasionally needed.