The Customer Service and Sales Representative serves as the primary point of contact for new and current customers; assists customers with billing inquiries, new service requests, service issues, disconnects, and special deposits; completes paperwork for service applications and disconnects; investigates credit references of new customers and performs collection functions on delinquent accounts; sells and promotes all CLtel services and its subsidiary services as needed.
Principal Responsibilities:
- Performs customer service duties including, but not limited to, the following:
- Actively promotes and sells all services and products to new and existing customers
- Responds to inquiries on the selection and availability of all services and products and on billing questions about all services and products offered
- Helps resolve customer issues, takes responsibility for relaying all trouble reports and assists other departments in resolving customer problems in a timely manner o Promotes customer relations and sales activities
- Performs data entry and word processing
- Maintains databases associated with customer information
- Processes cash receipts, completes data entry and makes deposits
- Completes and maintains periodic reports o Interacts with other departments and external companies
- Writes correspondence to customers as needed
- Answers all incoming telephone calls in a timely, professional manner and directs them to appropriate personnel
- Performs administrative duties including, but not limited to, the following:
- Word processing and typin
- Using and creating spreadsheets
- Filing
- Photocopying
- Data entry and processing
- Operating office equipment
- Using effective office procedures
- Performs bookkeeping duties as directed
- Assists other departments with special projects as directed
Personnel Specifications:
Education
- High school diploma required
- Some post-secondary education preferred
Experience
- Customer service experience
- Experience in sales
- Administrative experience
- Experience in handling cash receipts
- Experience with various office machines (personal computers, office equipment, postage machine, phone, calculator)
- Experience with email and Internet
Job Knowledge
- Knowledge of rates, procedures and service offerings
- Basic understanding of industry terminology, customer and community concerns and changes in the marketplace
- Knowledge of general office and filing procedures
- Familiarity with business English and composition
- Knowledge of cash transactions and basic bookkeeping procedures
- Knowledge of Microsoft Office programs, specifically Word and Excel
- Knowledge of proper sales techniques used in selling products and services
Related Skills
- Possess a unique combination of competitiveness and compassion, a strong intrinsic motivation to succeed, mental agility, determination, and resiliency
- Proficiency with a calculator; in data entry and typing; with word processing and spreadsheets, specifically Microsoft Word and Excel
- Ability to work successfully with a variety of personalities, including customers and fellow employees, to meet company goal of providing quality service to each customer
- Ability to work with frequent interruptions
- Pay close attention to detail and work accurately with figures in following step-by-step procedures and instructions
- Ability to learn new technology and software
- Maintain complete confidentiality of customer and corporate information
- Adopt pleasant and efficient telephone manner and possess effective verbal and written communication skills
- Ability to follow directions and meet deadlines as required and to work independently as needed
- Ability to adapt to changes including new technology and software
- Ability to remain calm and effective while helping customers with questions, complaints or concerns
- Possess the following characteristics:
- Flexible
- Goal-Oriented
- Resourceful
- Self-Confident
- Team Player
- High Initative
- Trustworthy
- Interpersonal/Soft Skills
- Strongly Committed to CLtel
- Service-Oriented
Position Relationships:
Directly reports to the Supervisor.
Internal:
Maintains effective working relationships with other staff and management to ensure quality customer service.
External:
Responds to customer and community requests in the interest of quality customer service and good corporate relations with the public.