The Customer Service Representative is responsible for directly servicing the needs of the MaxxSouth residential customer, including being an expert in billing and general information for the residential customer and promoting the company’s products and services.  The CSR will solve all customer concerns that are correctly routed to Billing and General Information queue on the first call with complete accuracy. The CSR reports directly to the assigned Customer Relations Supervisor(s). 

ESSENTIAL JOB FUNCTIONS 

The Call Center Sales Representative is accountable for the following items: 

• Communicating 100% accurate information to customers regarding billing invoices, cycles, procedures and processes; 

• Communicating 100% accurate information to customers regarding general information about our products, services, and the company resulting in a First Call Resolution; 

• Suggestive selling to upgrade customers’ services; 

• 100% accuracy on all work performed; 

• Warming transferring of every call that is beyond their skill proficiencies to the correct area of the company whenever possible; 

• 100% accuracy in verifying field appointment times with customers; 

• Rescheduling field appointments as requested by a customer; 

• Receiving all incoming telephone correspondence and providing unaided first-call resolution to the customer’s requests that are within skill proficiencies, billing system privileges, company policies, and department procedures; 

• Using the PC workstation to access customers’ accounts in order to assist customers with their needs; 

• Insuring the confidentiality of all customer information; 

• Working continuously with co-workers as a team to achieve the goals of Customer Operations; 

• Using their own 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; 

• Meeting the standards set forth by the management of Customer Relations; 

• Completing Data Entry as assigned; 

• Attending monthly department trainings and team meetings as assigned by the Customer Operations Management Team; 

• Accurately recording time sheets and notifying a Call Center Operator when late for work as outlined in the attendance procedure; 

• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times; 

• Performing any miscellaneous department duties as needed. 

JOB REQUIREMENTS 

Education and Experience 

• Previous experience in a customer service environment – required 

• Keyboard Skills – required 

• High School Diploma, G.E.D. or equivalent – required 

Other Skills/Requirements 

• Maintains punctuality and good attendance; 

• Background record that meets Company standards; 

• Reliable means of transportation at all times.