Customer Service Representative

I. POSITION SUMMARY:

The Customer Service Representative is responsible for assisting customers in the office and over the phone with sales, customer care, and billing questions with an emphasis on customer retention. The position is the voice of the company for customers calling into the office and must be able to maintain a high level of professional customer service in handling customer inquiries and complaints. At times, this position will require assisting incoming residential sales calls and walk-in customers. This person must be flexible in job functions.

II. ESSENTIAL FUNCTIONS:

A. Customer Care

1. Answers questions from customers providing information regarding BTC services and procedures.

2. Handles customer requests for payment arrangements.

3. Correcting billing issues.

4. Initiates non-pay reconnect service orders when payments are made on suspended accounts.

5. Listens to feedback and concerns, identifying the needs of customers who walk-in to our office, who phone in or email and resolving any issue they may have as quickly possible.

6. Verify accurate information is on record for customers, updating when needed.

7. Note accounts when any contact, outgoing or incoming, is made with a customer.

8. Scanning documents into Vault as needed.

9. Equipment exchanges and returns for customers, providing receipts and updating customer accounts with the exchange information.

10. Initiate Service Orders for customer requests such as upgrades, feature changes, and disconnects.

11. Assists with Lifeline customer support and enrollment.

12. Assists customers with set up of E-Bill by explaining the process

13. Assist customers with auto bank draft.

14. Be familiar with BTC products and services, using that knowledge to assist customers with questions.

15. Complete and process forms including but not limited to Lifeline certifications and PIC freezes.

16. Assists customers with phone in payments.

B. Customer Retention

1. Attempt to persuade the customer to reconsider cancellation.

2. Resolve product or service problems by clarifying the customers complaint and escalating to the appropriate department.

3. Actively work to calm customers, assuring them that their problem will be proficiently addressed.

4. Follow up with customers.

C. Sales

1. Assist potential customers with selecting the BTC services that fit their needs.

2. Obtain complete information from new customers to set up accounts and open Service Orders.

3. Familiarity with products and promotions offered by BTC Broadband.

4. Creation of Service Orders.

D. Business Office Support

1. Opening and processing mail, ensure that it is routed to the proper department.

2. Assists with maintaining accurate records for equipment inventory.

3. Assists in keeping the appearance of the back office neat and orderly.

4. Answering the phone when needed, transferring calls to the appropriate people.

E. All other duties as assigned by management.

III. EDUCATION, EXPERIENCE AND SKILLS REQUIRED/PREFERRED:

A. Ability to read, write, speak and understand English well.

B. Ability to read, write, speak and understand Spanish well.

C. One-year experience with telephone work or other utility company.

D. Ability to multi-task in a fast-paced environment.

E. Strong verbal and interpersonal skills.

F. Ability to use office equipment such as computer terminal, calculator, copier, fax machine and multi-line phones.

G. Experience with Microsoft Word, Excel, Internet

Bixby Telephone Company dba BTC Broadband offers competitive pay and excellent benefits including Medical, Dental, Vision, 401K, and more. Please fax or mail your resume to Human Resources, 6 E. Breckenridge, Bixby, OK 74008. Fax (918)366-2044 or email btc-jobs@mybtc.com. No phone calls please.