Customer Service Representative

Job Description

Benefits:

401(k)

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Customer Service Representative

Location: Cherokee, NC

Job Type: Full- Time

Years of Experience: 2 to 5 Years Preferred

Education Level: HS Diploma

Career Level: Some Experience Preferred (Non-Manager)

Overview:

You will manage large amounts of incoming calls, manage all inquiries/payment via drive-thru window; identify and assess the customers needs, troubleshooting, accounting and bookkeeping duties as well as other related office duties, along with processing various customer-related requests/tasks as directed by Client Success Supervisor.

Focus is on providing great customer service to our clients, vendors, and associates. You will be performing various administrative duties such as receiving and making calls both customer and employee related, processing payments, data entry, account creation, etc.

This will be a full-time position, located at the Cherokee Cablevision Office 28 John Crowe Hill Drive Cherokee, NC. 28719. However, we may require training and other various meetings at the corporate office location of 35 Bonnie Lane, Sylva, NC 28779 or other locations in WNC.

BalsamWest will provide you with all necessary IT related equipment to perform your job.

Responsibilities & Duties:

Duties include fielding telephone calls, taking payments, processing various billing elements as directed by Client Success supervisor.

Assist with overflow work, including account creation, data entry and various customer-related tasks.

(Once) Daily Pick-up Mail (12pm-12:30) and Deliver Deposit (End of Shift)

Daily cash & check deposit

Handle customer call backs daily as assigned.

Process onboarding requests daily as assigned.

Assist with customer related trouble calls including resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Troubleshoot CPE as needed.

Manage large amounts of incoming calls; Identify and assess customers needs to achieve satisfaction.

Maintain ongoing relationships with existing customer base and continue to build sustainable relationships of trust through open and interactive communication.

Act as the customer gatekeeper

Provide the customer with product reference material and contact information for trouble reporting, customer service, billing questions and sales.

Support good customer relationships through educating customers on product enhancements, new products, more efficient use of features, and renewing expired service contracts.

Escalate issues/service tickets to other departments for resolution.

Remains knowledgeable of market and industry trends.

Send customer maintenance, outage, & resolution notifications via different platforms.

Work cross-functionally across all departments to ensure a seamless customer experience.

Other duties as assigned.

Minimum skills/experience:

Ability to read, analyze, and interpret general business periodicals, professional journals.

Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Team-oriented and customer focused with excellent interpersonal skills. Must have good problem solving and resolution skills.

Must possess excellent verbal and written communication skills with the ability to analyze and interpret business trends, technical procedures, and government regulations. Ability to effectively present information to all levels verbally and in written reports.

Successful candidates will be self-motivated, attentive to detail, well organized and able to handle multiple priorities.

Can perform daily tasks without supervision.

Demonstrates good judgement in selecting methods and techniques for obtaining solutions.

Can resolve a wide range of issues in creative ways.

Preferred Skills/Experience:

2-4 years related experience and/or training; or equivalent combination of education and experience.

Compensation is commensurate on experience and/or qualifications.

Full-time