Customer Relations Specialist

JOB DESCRIPTION SUMMARY

The Customer Relations Specialist (CRS) takes part in all commercial activities of TBTC and its subsidiaries to increase sales and usage of services and equipment. The CRS is involved in all aspects of customer relations, from initial contact to assisting with new services, service changes, billing, nonpayment, final account disconnection, as well as maintaining accurate records. The CRS provides support and assistance in the resolution of routine customer questions/problems with company products and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING

Responds to public inquiries on the selection and availability of servies and/or billing questions surrounding local service, toll charges, or other

TBTC/TCI

offerings. Provide support and assistance in the resolution of routine customer requests, questions, problems, and service orders. Analyzes information obtained to determine practicability of subscriber request and advises subscriber representative on selection and utilization of services. Addresses customer complaints to meet customer needs while maintaining company interests. Fills out applicationsm contract forms, determines charges for service requestedm collects deposits, prepares change of address records and issues service orders. Ensures accuracy of customer information for service and directory needs. Acts proactively to meet the needs of all customers in a timely, efficient, and friendly manner. Assists with special customer service projects as time allows. Performs all other related duties as assigned.

JOB REUIREMENTS

Knowledge of telecommunications technology, products, and services. Maintain a high level of knowledge of all company products/services to more effectively meet the needs of the customers and promote use of such services. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, and regulations. Ability to speak effectively, persuasively, and clearly with customers and co-workers. Ability to write routine reports and correspondence. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Possess knowledge of Internet access, order processing systems, spreadsheet software, and word processing software. Ability to solve practical problems and deal with a variety of concrete variables in situations. Ability to interpret a variety of instructions furnishes in written, oral, diagram, or schedule form.. Skill in identifying and resolving subscriber problems