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Customer Service Rep.

Company Name:
Shentel
I. Job Summary: Handles customer requests for service via telephone, mail, and walk-ins. Responsible for collection of customer accounts receivable. Resolves customer inquiries or complaints on products, services, or billing issues. May perform other administrative functions for the department. Daily contact with customers, staff, agents, and other departments regarding service requests, billing payments, troubles, and reports. Some record keeping is required. Work is performed in an office environment.
II. Duties and Responsibilities:
a. Initiates, maintains, and processes service order requests and related documentation through appropriate channels.
b. Reviews and explains all services available.
c. Initiates or reviews customer credit ratings to determine appropriate deposit requirements.
d. Reviews and verifies billing accuracy prior to release. Retype as necessary.
e. Maintains or processes account receivables and payments. Assists in collections of past-due accounts.
f. Investigates customer complaints on billing or service issues for proper action and responds accordingly.
g. Acts as interface between other departments, billing vendors, and customers.
h. Communicates with customers over the phone and face-to-face.
i. Fills in for other positions in department, as necessary.
j. Performs general office duties, as required.
k. Coordinates and relays information concerning the scheduling of installation and repair activities.
l. Interacts on a regular basis with other departments and outside agents.
m. Maintains, evaluates, and/or creates reports on an ongoing basis.
n. Learns new processes as technology changes to include training classes as necessary.
o. Responsible for following, supporting and enforcing all internal control processes and procedures.
III. Qualification Requirements:
a. Education: High School or equivalent
b. Experience: 6+ months general office experience.
c. Skills Summary: Must have strong communication and interpersonal skills as well as basic computer skills, strong problem solving skills, organizational skills, and be self-motivated. Must have the ability to tactfully and effectively deal with the public.
a. Ability to read, write and interpret written material.
b. Ability to communicate orally and in written form, and in both face-to-face and non-face-to-face situations.
c. Ability to use general office equipment, including a computer.
d. Ability to retrieve a vast amount of information from memory.
e. Ability to analyze situations and make decisions based on these analyses.
f. Ability to see and hear.
This position description is only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this position. The incumbents may be requested to perform tasks other than those stated in this description.
The company reserves the right to revise or change this job description as the need arises. This job description does not constitute any written or implied contract of employment.
Requisition ID: 695BR
Title: Customer Service Rep.
Employment Status: Full-Time Regular
Division: Customer Service
City: Rustburg
State: VA

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