Job Description

Customer Service Representative

Location: Warrensburg, MO | Hours: Monday - Friday, 8AM-5PM, Weekends/Overtime as needed.

Position Overview:

We are seeking a motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be dedicated to delivering exceptional service to our customers, while helping them navigate our products and services. You will play a key role in supporting both our local communities and employees by utilizing the latest technology to meet the evolving needs of a global economy.

Key Responsibilities:

• Drive customer satisfaction by proactively offering product and service recommendations to match customer needs.
• Achieve sales targets by explaining and promoting our range of services, including local and long-distance telephone, cable television, and internet offerings.
• Handle customer inquiries related to service applications, installations, policies, and account management.
• Process service orders, including installation, disconnection, and feature changes, using company systems.
• Address billing inquiries, provide account information, and assist with payment options for overdue accounts.
• Log customer details accurately and assist with troubleshooting service issues by collaborating with the appropriate teams.
• Support technicians by providing necessary information and assisting in clearing service disruptions.
• Help with bad debt collections and other administrative duties as needed.
• Contribute to the coordination of special projects and perform other tasks as assigned.

Skills & Qualifications:

• Excellent communication skills, both verbal and written, with a positive and professional approach to customer interactions.
• Proficiency in using computer systems and software (including Microsoft Office Suite), with the ability to adapt to new technologies and processes.
• Strong teamwork skills, with the ability to take initiative and work independently when needed.
• Ability to embrace change and contribute to continuous improvement efforts.
• Knowledge of customer service regulations, particularly related to Customer Proprietary Network Information (CPNI).
• Flexibility to work a schedule that best serves our customers, including occasional adjustments when needed.

Education & Experience:

• High school diploma or equivalent required.
• A minimum of 3+ years of customer service or sales experience is preferred.
• Experience in telephony and cable television services is a plus.

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