Answers internal and external, residential customer's calls and emails concerning questions about billing, pricing, product information, & availability;
Checks the customer service email queue daily; respond to emails and/or follows-up with phone calls;
Sets deferred payment dates for customers having difficulty making payments in full;
Educates customers on eligibility for Lifeline and the Affordable Connectivity programs;
Volunteers to participate in after-hours events hosted by Ritter Communications, our customers, vendors and the community;
Ensures that each customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and solid product knowledge;
Manages customer inquiries and problems in a professional, effective and timely manner;
Remains current with changing trends in the telecommunications, cable television and home security industries and the services and products offered by Ritter Communications;
Takes ownership to identify, research and resolve billing inquiries, and account changes;
Retains existing customers through proactive customer service and consulting techniques, enabling customers to perceive value in the service;
Verifies and completes required documentation for customer premise equipment, whether returned or issued;
Responsible for entering and verifying all customers' information and service orders into applicable billing and operations software programs;
Develops relationships with residential customers in person, on the phone or through written communications;
Interacts with other groups to identify, troubleshoot, and/or resolve service and/or scheduling issues, and provides consistent follow-up to ensure timely completion or resolution that meets or exceeds customer expectations;
Processes cash, bank drafts, check and credit card payments via appropriate software, maintaining security of cash drawer, receipts, and customer payment information at all times;
Balances cash drawer/posts payments daily/sets up and/or makes bank deposits daily;
Able to travel to remote office locations, and/or other locations as required;
Maintains confidentiality and security of all customer information;
Recognizes, documents, and alerts the supervisor of trends in customer calls and/or interaction;
Shares acquired information with team members, and provides information that can be used for new hire training or expanding others' knowledge;
Communicates difficult or sensitive information tactfully;
Makes outbound calls for the purpose of follow-up, courtesy, and collection;
Demonstrates initiative to complete other departmental responsibilities during slower call volume/walk-in traffic times;
Applies knowledge of specific product details to troubleshoot and resolve minor problems and prevent unnecessary dispatch of a service technician;
Able to regularly work flexible schedules, including overtime, nights, weekends, and some holiday;
Demonstrates effective time management by prioritizing daily work activities;
Projects a professional appearance and demeanor when interacting with customers or representing Ritter Communications in other activities. Includes ability to follow written and oral instructions;
Knowledge of voice, video and data industries;
Knowledge of database software applications, i.e. billing systems, accounting systems, and vendor order systems;
Basic computer experience including Word, Excel, Microsoft Edge and Outlook;
Previous experience interacting with difficult customers, actively listening, communicating clearly, and assuring customer understanding while identifying and resolving the situation;
Skill in operating various office equipment such as a personal computer, copier, fax, and telephone systems;
Ability to effectively communicate with customers, co-workers, and various business contacts in a professional and courteous manner either in person, on the phone, or via email;
Ability to pay close attention to detail;
Ability to work with frequent interruptions;
Ability to multitask efficiently and effectively;
Ability to work independently and exercise initiative;
Ability to effectively function as a team player;
Ability to manage personal and work-related stress effectively; demonstrates effective time management skills, exhibits patience;
Education and Experience:
High School Diploma or GED plus one-year previous customer service experience is required.