CUSTOMER SERVICE REPRESENTATIVE I
Join Smithville and our Customer Service Team, where you will enjoy working as a member of a fun, talented group A group that loves delivering the best customer experiences every day You will receive incredible benefits, including low cost healthcare and dental (Base Plans), generous PTO, paid holidays, 401(k) retirement plan with a great company match, tuition reimbursement, discounted services, and celebration events Investing in our team members is a Smithville priority As a Customer Service Representative I, you will research and resolve customer concerns and work in close partnership with all departmentsYou will use active listening and critical thinking skills to make sound decisions in a contact center environmentYou will be an active participant in our quest to continually improve the customer experience by sharing your suggestions to create a world-class experience for each customerWork Shift:
Monday to Friday, 9:
00 am to 6:
00 pm(Initial training will be Monday to Friday, 8:
00 am to 5:
00 pm.
) Location:
The Customer Service Representative I role is an onsite work position at our offices in Ellettsville, INRESPONSIBILITIES Answer customer inquiries and effectively sell Smithville products and services to new and existing ILEC and CLEC residential customers (70%) Respond to customers via phone, fax, and emailProvide customers with product and service information, including pricing, installation costs, and product upgradesEnter new customer information and service orders dailyEdit existing customer information and service orders dailyIdentify, research, and resolve customer complaints using available resources (25%) Follow up on customer inquiries not immediately resolved within 24 hoursActively listen to customers' concerns and needsResearch customer account for credit rating, service standing, account standing, previous trouble history, and other relevant informationCommunicate effectively with peer departments and use sound judgment to determine an appropriate course of actionCommunicate issues effectively to Team Lead and Supervisor during escalated instancesOther duties as assigned (5%) QUALIFICATIONS High school diploma or equivalent required Previous sales and customer service experience requiredCall center experience is a plus Demonstrated computer skills and keyboarding experience required (40 wpm)Should have a proficiency in Microsoft Office applications, and an ability to quickly learn new software Excellent verbal and written communication skills Polished interpersonal skills and ability to interact with a diverse population Ability to protect confidential and sensitive information Creative and critical thinking skills Strong analytical and organizational skills Attention to detail; high level of accuracy Ability to embrace change, learn new skills, and continuously improve Ability to work both independently and with co-workers toward company goals TYPICAL WORKING CONDITIONS Work is typically completed in a climate-controlled office environment Noise level is quiet to moderate Typical work week is 40 hours EMPLOYEE BENEFITS Competitive Wage Insurance Plans include Medical Prescription Vision Voluntary Insurance Our Base HDHP Medical Plan and Base Dental Plan are at a very low cost for you and your family(Some restrictions may apply) Dental Insurance, Term Life Insurance, and Long-Term Disability Insurance are employer-paid Health Savings Account with generous annual company contributions to your HSA 401(k) Retirement Savings Plan with a valuable company matching contribution Generous Paid Time Off (PTO) program Nine (9) Paid holidays Tuition reimbursement Paid training Discounted company products and services ABOUT US Recognized nationally as a Top 100 broadband (fiber optic internet) provider, Smithville is built from the ground up by Hoosiers, for HoosiersAn award-winning communications technology company, Smithville had modest beginnings 100 years ago as an Indiana telecommunications companyWhile its products and services have changed as technology has, its commitment to its customers has remained steadfastToday, that commitment is reflected in Smithville's dedication to bringing the best available technology platform to Indiana residents for state-of-the-art communication and data services, all with the highest possible level of customer satisfactionReview of employment applications will begin immediately and continue until the position is filledSmithville is proud to be an equal opportunity employerPI226129599 Recommended Skills Active Listening Analytical Attention To Detail Communication Coordinating Creativity Estimated Salary: $20 to $28 per hour based on qualifications.
Monday to Friday, 9:
00 am to 6:
00 pm(Initial training will be Monday to Friday, 8:
00 am to 5:
00 pm.
) Location:
The Customer Service Representative I role is an onsite work position at our offices in Ellettsville, INRESPONSIBILITIES Answer customer inquiries and effectively sell Smithville products and services to new and existing ILEC and CLEC residential customers (70%) Respond to customers via phone, fax, and emailProvide customers with product and service information, including pricing, installation costs, and product upgradesEnter new customer information and service orders dailyEdit existing customer information and service orders dailyIdentify, research, and resolve customer complaints using available resources (25%) Follow up on customer inquiries not immediately resolved within 24 hoursActively listen to customers' concerns and needsResearch customer account for credit rating, service standing, account standing, previous trouble history, and other relevant informationCommunicate effectively with peer departments and use sound judgment to determine an appropriate course of actionCommunicate issues effectively to Team Lead and Supervisor during escalated instancesOther duties as assigned (5%) QUALIFICATIONS High school diploma or equivalent required Previous sales and customer service experience requiredCall center experience is a plus Demonstrated computer skills and keyboarding experience required (40 wpm)Should have a proficiency in Microsoft Office applications, and an ability to quickly learn new software Excellent verbal and written communication skills Polished interpersonal skills and ability to interact with a diverse population Ability to protect confidential and sensitive information Creative and critical thinking skills Strong analytical and organizational skills Attention to detail; high level of accuracy Ability to embrace change, learn new skills, and continuously improve Ability to work both independently and with co-workers toward company goals TYPICAL WORKING CONDITIONS Work is typically completed in a climate-controlled office environment Noise level is quiet to moderate Typical work week is 40 hours EMPLOYEE BENEFITS Competitive Wage Insurance Plans include Medical Prescription Vision Voluntary Insurance Our Base HDHP Medical Plan and Base Dental Plan are at a very low cost for you and your family(Some restrictions may apply) Dental Insurance, Term Life Insurance, and Long-Term Disability Insurance are employer-paid Health Savings Account with generous annual company contributions to your HSA 401(k) Retirement Savings Plan with a valuable company matching contribution Generous Paid Time Off (PTO) program Nine (9) Paid holidays Tuition reimbursement Paid training Discounted company products and services ABOUT US Recognized nationally as a Top 100 broadband (fiber optic internet) provider, Smithville is built from the ground up by Hoosiers, for HoosiersAn award-winning communications technology company, Smithville had modest beginnings 100 years ago as an Indiana telecommunications companyWhile its products and services have changed as technology has, its commitment to its customers has remained steadfastToday, that commitment is reflected in Smithville's dedication to bringing the best available technology platform to Indiana residents for state-of-the-art communication and data services, all with the highest possible level of customer satisfactionReview of employment applications will begin immediately and continue until the position is filledSmithville is proud to be an equal opportunity employerPI226129599 Recommended Skills Active Listening Analytical Attention To Detail Communication Coordinating Creativity Estimated Salary: $20 to $28 per hour based on qualifications.
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