- Handle incoming calls and emails from residential customers regarding billing, pricing, product information, and availability;
- Monitor the customer service email queue daily, responding to emails promptly;
- Assist customers with deferred payment arrangements and provide information on eligibility for assistance programs;
- Participate in after-hours events organized by Ritter Communications, customers, vendors, and the community;
- Ensure exceptional customer service by creating a friendly environment, understanding customer needs, and possessing strong product knowledge;
- Manage customer inquiries and issues professionally and efficiently;
- Stay updated on industry trends and company services;
- Resolve billing inquiries and account changes promptly;
- Retain customers through proactive service and consultation;
- Document customer interactions, trends, and share insights with the team;
- Communicate tactfully and effectively, handling difficult situations with ease;
- Make outbound follow-up calls and assist with collections;
- Utilize product knowledge to troubleshoot and resolve minor issues;
- Work flexible schedules, including weekends and holidays as needed;
- Demonstrate effective time management and professionalism in all interactions.
- Proficient in keyboarding, math, and verbal communication;
- Ability to interpret billing invoices and previous experience in collections is advantageous;
- Excellent written and oral communication skills;
- Knowledge of voice, video, and data industries;
- Familiarity with database software and basic computer programs;
- Experience in handling difficult customers and resolving issues;
- Operational proficiency with office equipment;
- Strong attention to detail and ability to multitask effectively;
- Capability to work independently and as part of a team;
- Manage stress and time effectively;
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Customer Care Representative - Jonesboro, United States - RITTER COMMUNICATIONS HOLDINGS, LLC
Description
Job Description
Ritter Communications has been a key player in the local communications industry for more than a hundred years. Originating as a telephone service provider in Northeast Arkansas in 1906, Ritter Communications now serves over 100 communities spanning Arkansas, northeast Texas, southeast Missouri, and west Tennessee. The company's growth has been significant, establishing itself as the largest privately-held regional broadband fiber, telecom, video, and cloud services provider in the Mid-South. Ritter prioritizes community investment by implementing top-notch infrastructure and technology, combined with exceptional customer service.
We are in search of a seasoned Customer Care Representative to join our dynamic team.
General Summary:
Customer Care Representatives play a crucial role in assisting both current and potential customers with various service-related matters. From addressing billing inquiries to troubleshooting service problems and recommending service upgrades, the CCR contributes to managing customer accounts and promoting company services. Through service promotion, CCRs often drive new sales and upgrades while fostering positive word-of-mouth within the service areas.
Essential Job Functions:
Knowledge, Skills, and Abilities:
Education and Experience:
High School Diploma or GED and at least one year of prior customer service experience are required.
Ritter Communications values diversity and is committed to providing equal employment opportunities. We maintain a drug-free workplace and offer a competitive salary and comprehensive benefits package including health, dental, vision, life insurance, 401(k) with company match, tuition reimbursement, and more.
