I. POSITION SUMMARY:

Serves as primary point of contact for new and existing customers over the phone and in-person at BTC Broadband’s office. Sells and promotes phone service, internet, and long distance of the company. Assists customers with billing inquiries, and new service requests. Completes paperwork for service applications and disconnects. Investigates credit references of new customers and performs collection functions on delinquent accounts.

II. ESSENTIAL FUNCTIONS:

• Answers questions from customers for the purpose of providing information regarding Company services and procedures. Tasks may include receiving phone calls or greeting walk-in customers, listening to feedback and concerns, identifying customer needs, providing product information, research customer problems and reply back to the customer.
• Initiates and routes service orders and trouble tickets for the purpose of expediting service to customers. Tasks may include handling customer complaints, processing requests for changes for existing customers, completing directory and E911 updates, and collecting customer advance payments or old account payments.
• Processes orders for new service for the purpose of initiating timely service connections with new customers. Tasks may include sending/receiving service orders, providing product information to new customers, reviewing customer accounts, setting deposits (if necessary) and coordinating service requests.
• Ensures billing information is current by updating subscriber billing records to reflect most recent account activity including service order information, miscellaneous charges and credits, bad-debt write-offs, etc.
• Promotes and sells services and products to new and existing customers.
• Develops and sends correspondence to customers including welcome letters, etc.
• Ensures individual sales, retention and customer experience targets are met.
• Handles arrangements, disconnects and reconnects of services of customers with late payments. Performs collection functions on delinquent accounts.
• Provides excellent customer service, aids in completing purchases, and resolving issues.
• Performs all other related duties as assigned by management.

III. EDUCATION, EXPERIENCE, AND SKILLS:

• High School diploma or equivalent.
• One-year experience in customer service with a telephone company or other utility company. Retail or call center experience required.
• Ability to communicate with customers, various business contacts, and co-workers in a professional and courteous manner.
• Ability to use various office equipment, personal computer, telephone system, copier, and fax machine.
• Strong verbal and interpersonal skills with a call queue and in person.
• Experience with Microsoft Office and the Internet.
• Experience in handling cash and daily balancing.
• Ability to work with frequent interruptions.
• Ability to pay close attention to detail.
• Ability to effectively function as a team player.

IV. Additional Eligibility Qualifications:

• Valid Oklahoma driver’s license and the ability to operate a motor vehicle appropriate for the job position.

V. PHYSICAL REQUIREMENTS:

• Seeing - Must be able to read reports and use computer: 75-100%
• Hearing - Must be able to hear well enough to communicate With employees and business contacts: 75-100%
• Standing/Walking: 0-24%
• Climbing/Stooping/Kneeling: 0-24%
• Lifting/Pulling/Pushing: 0-24%
• Fingering/Grasping/Feeling - Must be able to write, type, and use phone system: 75-100%

Working Conditions:

This job operates in a professional office environment. This role routinely uses standard office equipment.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer