Customer Service Representative
Valley Telephone, Dilley, TX, United States
Customer Service Representative
The Customer Service Representative 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 Valley Telephone Cooperative, Inc. and its subsidiaries. The CSR ensures that all interactions are handled professionally, efficiently, and in alignment with company standards and policies. This position also requires assistance with company marketing events and community outreach initiatives as needed. Essential duties and responsibilities include the following: Greeting all customers and visitors in a professional, courteous, and friendly manner. Ensuring 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, providing accurate change, and balancing the cash drawer daily in accordance with company policies. Assisting customers in completing service applications, updates, and disconnect requests for Valley Telephone Cooperative, Inc. and its subsidiaries. Establishing new accounts and accurately updating customer information in the billing system. Researching and resolving billing inquiries, payment discrepancies, and service-related issues in a timely manner. Issuing service orders for connections, disconnects, or changes in service and following through to ensure completion. Clearly explaining services, pricing, promotions, and company policies to customers. Coordinating with Engineering, OSP, Technical Support, and Billing departments to ensure customer requests are handled promptly. Directing customers to Level 3 Customer Service Representatives for advanced support or account management when appropriate, exercising sound judgment when escalating issues. Mailing or emailing membership applications to new customers requesting service. Recording all visitor names in the visitor log and ensuring visitor badges are issued and collected upon departure. Attending all assigned staff meetings, training sessions, and assisting with company marketing events as assigned. Availability to work weekends, evenings, and after-hours as business needs require to ensure timely and high-quality customer support. Preparing and submitting summaries of knowledge or skills gained from 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 a related industry is 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: Computer literate and proficient in Microsoft Office products, including Excel, Word, and PowerPoint. Bilingual (English/Spanish) preferred. Ability to work under frequent interruptions. Ability to understand and work with basic computer-generated reports. Ability to work independently and collaboratively with others. Responsible, tactful, professional, and customer focused. Pleasant demeanor, well-groomed appearance, and strong interpersonal presence. Demonstrated good telephone etiquette. Ability to pay close attention to detail. Ability to develop and maintain a strong understanding of company products, services, and operational procedures. Ability to travel with short notice to assist other offices, attend training sessions, or support company events.
The Customer Service Representative 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 Valley Telephone Cooperative, Inc. and its subsidiaries. The CSR ensures that all interactions are handled professionally, efficiently, and in alignment with company standards and policies. This position also requires assistance with company marketing events and community outreach initiatives as needed. Essential duties and responsibilities include the following: Greeting all customers and visitors in a professional, courteous, and friendly manner. Ensuring 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, providing accurate change, and balancing the cash drawer daily in accordance with company policies. Assisting customers in completing service applications, updates, and disconnect requests for Valley Telephone Cooperative, Inc. and its subsidiaries. Establishing new accounts and accurately updating customer information in the billing system. Researching and resolving billing inquiries, payment discrepancies, and service-related issues in a timely manner. Issuing service orders for connections, disconnects, or changes in service and following through to ensure completion. Clearly explaining services, pricing, promotions, and company policies to customers. Coordinating with Engineering, OSP, Technical Support, and Billing departments to ensure customer requests are handled promptly. Directing customers to Level 3 Customer Service Representatives for advanced support or account management when appropriate, exercising sound judgment when escalating issues. Mailing or emailing membership applications to new customers requesting service. Recording all visitor names in the visitor log and ensuring visitor badges are issued and collected upon departure. Attending all assigned staff meetings, training sessions, and assisting with company marketing events as assigned. Availability to work weekends, evenings, and after-hours as business needs require to ensure timely and high-quality customer support. Preparing and submitting summaries of knowledge or skills gained from 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 a related industry is 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: Computer literate and proficient in Microsoft Office products, including Excel, Word, and PowerPoint. Bilingual (English/Spanish) preferred. Ability to work under frequent interruptions. Ability to understand and work with basic computer-generated reports. Ability to work independently and collaboratively with others. Responsible, tactful, professional, and customer focused. Pleasant demeanor, well-groomed appearance, and strong interpersonal presence. Demonstrated good telephone etiquette. Ability to pay close attention to detail. Ability to develop and maintain a strong understanding of company products, services, and operational procedures. Ability to travel with short notice to assist other offices, attend training sessions, or support company events.