Customer Response Representative

Location: Blair,Nebraska,United States

Great Plains Communications is looking for a highly motivated, detail-oriented Customer Response Representative to interact with customers both via telephone and face-to-face.  This position is accountable for processing customer service and trouble requests, making service recommendations, cross-selling and up-selling services, and answering billing questions.

We currently have one full-time customer service position available in our Blair, Nebraska office.  Weekly work hours will be 10:00 a.m. to 7:00 p.m. Monday through Friday, with rotating Saturday shift 8a - noon.  

Duties include but are not limited to:

×         Communicates with customers on the telephone, electronically, or face-to-face, using excellent customer relations skills.

×         Obtains complete service order information from customer inputting directly into computer software system.

×         Audits twice daily for pending service orders to expedite their completion.

×         Verifies data is correct before closing service order, using strong proofing skills.

×         Investigates possible indebtedness as needed.

×         Inputs all customer inquiries, complaints, and comments into contact tracking.

×         Utilizes C&C codes with a minimum of 99% accuracy.

×         Explains monthly billing statement, including governmental fees and taxes.

×         Retrieves information from the billing system in a timely manner.

×         Retrieves archived customer data from Inter-Active XL in a timely manner.

×         Thoroughly explains pro-rated charges or credits.

×         Processes all customer payment types following all requirements.

×         Issues credit through A/R adjustment screen.

×         Manually calculates fractional charges or credits as needed.

×         Establishes payment arrangement as agreed upon by customer.

×         Communicates and supports assessed late fee.

×         Process unbillable toll within 24 hours of receipt

×         Assists customers with E-Bill sign up steps.

×         Determines if customer has current deposit on file.

×         Performs basic troubleshooting of all services.

×         Identifies and dispatches customer service issues.

×         Produces trouble tickets on computer with 99% accuracy.

×         Posts outage information through DASH.

×         Dispatches Digger’s One Call locate tickets with 99% accuracy.

×         Initiates workflow to ensure appropriate departments are notified.

×         Promotes and sells products and services on customer contacts.

×         Meets monthly sales goal.

×         Up-sells/cross-sells with every customer interaction, using persuasive selling techniques.

×         Uses competitive analysis of products and services.

×         Performs cold calls.

×         Promotes marketing campaigns, using marketing materials effectively.

×         Displays solid knowledge of available products and services

×         Emphasizes customer benefit.