Job Details

Description

BASIC FUNCTION: Act as a key customer contact to provide product and service information, manage customer inquiries with accuracy and efficiency and work with all departments to support customer requests. Contribute to a positive company brand by projecting a knowledgeable, professional, and customer-oriented image to customers at all times.

REPRESENTATIVE RESPONSIBILITIES:

1. Clearly communicate with customers by phone, email, or in person. Identify and assess customers' needs to achieve customer satisfaction. Provide appropriate solutions and alternatives; follow up to ensure resolution.

2. Accurately create orders for installation, turn on, discontinuance, or change of service for electric, water, video, data, voice, security, and any other services provided by Conway Corp. Complete and scan service contract forms, collect deposits, prepare change of address records and issue service transfer or discontinuance orders.

3. Provide precise, valid, and complete information to customer questions or complaints about billing or service rendered, referring complaints of service problems to designated departments for investigation.

4. Provide support to customers and technicians on video, data, voice, and security services. Create work orders and complete all work orders after work is completed in the field for cable, Internet, phone, and security.

5. Actively listen to customer concerns, ask questions to determine customer needs, and recommend Conway Corp products to satisfy customer needs.

6. Receive payments for utility services from customers, post to their account, balance cash drawer, and back-up cashiers, as needed.

7. Perform a variety of miscellaneous tasks including backing up the receptionist/switchboard operator, filing of completed work-order tickets, checking edits, etc.

8. Meet personal and customer service team sales, productivity, and training goals.

Requirements

EDUCATION, WORK EXPERIENCE, AND PEOPLE SKILLS:

• High school diploma or equivalent; plus
• 12-18 months of related work experience or training
• Or equivalent combination of education and experience.

• Strong customer service skills, including courteous telephone etiquette, face-to-face professionalism; and the ability to exhibit patience and empathy under pressure.
• Experience in handling cash transactions, making change, entering transactions manually or electronically, and providing responsive customer service is preferred.
• Working knowledge of Microsoft Office products, including Word, Excel, and Outlook, and ability to use job-specific software.
• Excellent communication and organization skills and the ability to multi-task, prioritize, and manage time effectively.
• Regular and punctual attendance.