Customer Service Representative

JOB SUMMARY :

Responsible for responding to BrightRidge's customers' needs in every area of Customer Service.

ESSENTIAL FUNCTIONS :

• Cross-train in all areas of Customer Service and in that capacity, rotate jobs as directed.
• Assist customers utilizing established expectations face to face, over the phone, and via available customer engagement tools / technologies to include, but not limited to, chat and video engagement.
• Contact electric customers to offer broadband services by highlighting the advantages of our offerings while representing BrightRidge in a positive and professional manner in every interaction.
• Answer incoming customer calls and walk-in requests to provide assistance with signing up or modifying broadband and / or electric services.
• Perform outbound calls to potential broadband customers or for upselling existing customers. This activity could be as much as 75% of an employee's work hours each week.
• Promote BrightRidge services such as Budget Billing, Bank Draft, Flexible Due Date, SmartHub, TALO, and Broadband.
• Be fully knowledgeable of BrightRidge Broadband services and product offerings.
• Must be able to effectively upsell broadband services and products to electric customers.
• Maintain a professional and satisfied business relationship with customers by educating about the features and benefits of their services in an effort to retain customer.
• Convey complex situations in written form.
• Offer alternative solutions where appropriate to assist customers experiencing hardship or other difficulty
• Respond to account and billing inquiries by identifying problems and researching answers using available resources
• Apply company policies, directives, and procedures to resolve routine issues.
• Assist customers with payment arrangements, new service, transfers, disconnects, new construction, commercial accounts, load control, and broadband
• Accurately enter all information in the CIS system to provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments
• Sit at a computer while completing various office tasks throughout the day.
• Meet effective performance standards.
• Ability to maintain reliable, predictable, and reasonable attendance.

ADDITIONAL RESPONSIBILITIES :

KNOWLEDGE, SKILLS, AND ABILITIES :

PHYSICAL REQUIREMENTS :

All work requires constant telephone and computer use which entails sitting for long periods of time, reaching, handling, fingering, feeling, fine manipulation, vision, talking, hearing and arm / hand use for machine control operation. Occasional lifting of no more than 10 pounds.

WORKING CONDITIONS :

Work is performed in an indoor climate-controlled office environment with appropriate lighting. Normal working hours may extend to 8 : 00 pm Monday through Friday and include hours from 8 : 00 am to 5 : 00 pm on Saturdays.

QUALIFICATIONS :

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BrightRidge wishes to be in full compliance with the Americans with Disabilities Act. In accordance with the Act, we will make reasonable accommodations to any person who needs such accommodation, whether a new hire or a current employee, assuming that the person is fully qualified for the position.

These essential job functions are not to be construed as a complete statement of all duties performed. Since jobs tend to change over time, Employees will be required to perform other job-related marginal duties as required without a formal update of the job description.

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Job Posted by ApplicantPro