Retail Customer Support Representative

Position Summary

The Retail Customer Support Representative (CSR) is based in our TruVista retail store and functions as a primary point of contact for existing customers of Truvista Communication. Customer interactions are done either over the telephone or face-to-face in our retail center offices Primary responsibilities include assisting customers with bill payments, billing inquiries, service changes and questions, customer retention activities, and warm hand-offs of sales opportunities to our Retail Store Sales Representatives. This role requires excellent customer service skills, ability to manage financial transactions with customers, and the ability to escalate customer issues internally for resolution when needed.

Essential Job Functions:

The essential job functions include, but are not limited to the following:

• Provide prompt and friendly customer service to retail customers visiting the store or by phone, addressing their inquiries, concerns, and requests related to TruVista service offerings.
• Accurately process payments for current and past-due bills by receiving payments, entering balances, and making deposits while adhering to TruVista’s cash handling policy.

• Edit and post adjustments and corrections to customer billing or services ordered.

• Perform day-to-day retail operations, such as maintaining inventory levels, organizing displays, and ensuring a clean and organized store environment.
• Monitor and process E-Commerce sales orders, as needed.
• Recommend speed upgrades, additional service add-on and features to existing customers and hand-off sales opportunities to an available Retail Store Sales Representative.
• Handle and resolve customer complaints, technical issues, and billing disputes efficiently and effectively, striving for first contact resolution whenever possible.

• Fill out contract forms, determine charges for services requested, collect deposits, prepare change of address records, and issue discontinuance orders.
• Investigate conditions preventing completion of service connection orders and take steps to resolve them.
• Deliver consistent attendance and on-time arrival in the workplace.

• Perform other work-related duties as assigned.

Knowledge, Skills, and Abilities:

• Customer Service – Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments.
• Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and innovative ideas.
• Communications - Speaks clearly and persuasively in both positive and negative situations, listens, and gets clarification, and responds well to questions. Able to compose professional business correspondence.
• Teamwork – Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed.
• Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment, makes good decisions, and is willing to learn.
• Organizational Support - Follows policies and procedures and completes administrative tasks correctly.
• Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently.
• Interpretation – Able to read, analyze, and interpret instructions, contracts, policies, documents, and regulations.
• Calculations – Able to calculate adjustments and amounts such as discounts, pro-rata, percentages, and apply concepts of basic accounting.
• Professionalism – Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions and follows through on commitments.
• Computer Skills – Possesses solid operating knowledge of Microsoft Word, Excel, Outlook, and order processing software.

Qualifications:

• High school diploma or GED, or equivalent combination of education and experience
• Six months to one year of related experience and/or training
• Industry experience and sales experience are preferred.
• Must have reliable transportation, as travel to other retail locations may be required, based on business needs.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to talk and listen. The employee is frequently required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is typically low to moderate.

FLSA and Employment Status

Non-Exempt, Full Time

Note: All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage, or any other protected classification, in accordance with applicable federal, state, and local laws. By applying for this position, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete an application and/or interview process should contact a management representative.