Customer Service Representative I - VTXC
Valley Telephone, Raymondville, Texas, United States, 78580
Customer Service Representative
The Customer Service Representative (CSR) serves as the first point of contact for customers and visitors, providing exceptional customer service in person, by phone, and through other communication channels. This position is responsible for assisting customers with applications, account inquiries, payments, and general service information related to VTX Communications and its subsidiaries. The CSR ensures that all interactions are handled professionally, efficiently, and in alignment with company standards and policies. Essential duties and responsibilities include the following: Greeting all customers and visitors in a professional, courteous, and friendly manner. Ensuring that the business office always has a Customer Service Representative available to assist customers during operating hours. Answering all incoming calls by the third ring and promptly delivering messages to the appropriate staff member. Taking payments, giving change, and balancing cash drawer daily in accordance with company policies. Assisting customers in completing service applications, updates, and disconnect requests for VTX Communications and its subsidiaries. Establishing new accounts and updating customer information in the billing system with accuracy and attention to detail. Researching and resolving billing inquiries, payment discrepancies, and service-related issues in a timely manner. Issuing service orders for connects, disconnects, or changes in service and following through to ensure completion. Explaining services, pricing, promotions, and company policies to customers clearly and professionally. Coordinating with other departments (Engineering, OSP, Technical Support, and Billing) to ensure customer requests are handled promptly. Directing customers to a Level 2 or Level 3 Customer Service Representative for advanced support or account management when necessary, and exercising sound judgment in knowing when to escalate issues for timely resolution. Mailing membership applications and welcome packets to new customers requesting service. Recording all visitor names in the visitor log and ensuring visitor tags are issued and collected upon departure. Attending all assigned staff meetings and training sessions. Preparing and submitting a summary of knowledge or skills gained from participation in all external training sessions. Maintaining compliance with all applicable OSHA regulations and departmental safety standards. Performing other related duties as assigned. Education and/or experience: High school diploma or equivalent required. Minimum of one (1) year of customer service or office experience preferred. Experience in telecommunications, utilities, or related industry a plus. Must have a valid Driver's License and insurable record. Must pass pre-employment screen, physical and background checks. Other skills and abilities: Must be computer literate and proficient in Microsoft Office products including Excel, Word, and PowerPoint. Bilingual (English/Spanish) preferred to provide quality service to customers. Must be able to work under frequent interruption conditions. Must be capable of working with and understanding basic concepts of computer printouts. Must be able to work with others, around others, and independently. Must be responsible, tactful, and maintain a good sense of humor. Must have a pleasant personality, be well-groomed, and make a good impression on visitors and customers. Must demonstrate good telephone etiquette. Must be able to pay close attention to numerous details. Must develop a strong understanding of company products, services, and operational procedures. Must be able to work shift rotations between 8:00 a.m.5:00 p.m. or 10:00 a.m.7:00 p.m. as needed. Must be able to travel when needed, sometimes with short notice, to assist other offices, attend trainings, or support company events. Must be willing to go door-to-door to obtain customer connections or promote company services when necessary. Maintain a minimum of 40 hours of Customer Service Training.
The Customer Service Representative (CSR) serves as the first point of contact for customers and visitors, providing exceptional customer service in person, by phone, and through other communication channels. This position is responsible for assisting customers with applications, account inquiries, payments, and general service information related to VTX Communications and its subsidiaries. The CSR ensures that all interactions are handled professionally, efficiently, and in alignment with company standards and policies. Essential duties and responsibilities include the following: Greeting all customers and visitors in a professional, courteous, and friendly manner. Ensuring that the business office always has a Customer Service Representative available to assist customers during operating hours. Answering all incoming calls by the third ring and promptly delivering messages to the appropriate staff member. Taking payments, giving change, and balancing cash drawer daily in accordance with company policies. Assisting customers in completing service applications, updates, and disconnect requests for VTX Communications and its subsidiaries. Establishing new accounts and updating customer information in the billing system with accuracy and attention to detail. Researching and resolving billing inquiries, payment discrepancies, and service-related issues in a timely manner. Issuing service orders for connects, disconnects, or changes in service and following through to ensure completion. Explaining services, pricing, promotions, and company policies to customers clearly and professionally. Coordinating with other departments (Engineering, OSP, Technical Support, and Billing) to ensure customer requests are handled promptly. Directing customers to a Level 2 or Level 3 Customer Service Representative for advanced support or account management when necessary, and exercising sound judgment in knowing when to escalate issues for timely resolution. Mailing membership applications and welcome packets to new customers requesting service. Recording all visitor names in the visitor log and ensuring visitor tags are issued and collected upon departure. Attending all assigned staff meetings and training sessions. Preparing and submitting a summary of knowledge or skills gained from participation in all external training sessions. Maintaining compliance with all applicable OSHA regulations and departmental safety standards. Performing other related duties as assigned. Education and/or experience: High school diploma or equivalent required. Minimum of one (1) year of customer service or office experience preferred. Experience in telecommunications, utilities, or related industry a plus. Must have a valid Driver's License and insurable record. Must pass pre-employment screen, physical and background checks. Other skills and abilities: Must be computer literate and proficient in Microsoft Office products including Excel, Word, and PowerPoint. Bilingual (English/Spanish) preferred to provide quality service to customers. Must be able to work under frequent interruption conditions. Must be capable of working with and understanding basic concepts of computer printouts. Must be able to work with others, around others, and independently. Must be responsible, tactful, and maintain a good sense of humor. Must have a pleasant personality, be well-groomed, and make a good impression on visitors and customers. Must demonstrate good telephone etiquette. Must be able to pay close attention to numerous details. Must develop a strong understanding of company products, services, and operational procedures. Must be able to work shift rotations between 8:00 a.m.5:00 p.m. or 10:00 a.m.7:00 p.m. as needed. Must be able to travel when needed, sometimes with short notice, to assist other offices, attend trainings, or support company events. Must be willing to go door-to-door to obtain customer connections or promote company services when necessary. Maintain a minimum of 40 hours of Customer Service Training.