Customer Care Representative (In Office)

About the role

The Retail Customer Care Representative (CCR) is based in Truvista's Retail Center and serves as a primary point of contact for customer sales support. Truvista is rapidly expanding its fiber network in South Carolina and Georgia, offering internet speeds up to 5 Gigabits per second, along with TV, phone, security, and wireless services.

Responsibilities

• Provide prompt and friendly world-class customer service to retail customers visiting the store, addressing inquiries, concerns, and requests related to Truvista service offerings.
• Accurately process cash and check payments for current and past-due bills by receiving payments, entering balances, and making deposits while adhering to Truvista’s cash handling policy.
• Edit and post adjustments and corrections to customer billing or services ordered.
• Perform day-to-day retail operations, such as maintaining inventory levels, organizing displays, and ensuring a clean and organized store environment.
• Recommend speed upgrades, additional new services add-ons, and features to existing customers.
• Handle and resolve customer complaints, technical issues, and billing disputes efficiently and effectively, striving for first-call resolution whenever possible.
• Fill out contract forms, determine charges for services requested, prepare change of address records, and issue discontinuance orders.
• Investigate conditions preventing completion of service connection orders and take steps to resolve them.
• Deliver consistent attendance and on-time arrival in the workplace.
• Handle inbound customer service calls when not actively engaged with in-person customers.

Essential Job Functions

• Provide prompt and friendly world-class customer service to retail customers visiting the store, addressing inquiries, concerns, and requests related to Truvista service offerings.
• Accurately process cash and check payments for current and past-due bills by receiving payments, entering balances, and making deposits while adhering to Truvista’s cash handling policy.
• Edit and post adjustments and corrections to customer billing or services ordered.
• Perform day-to-day retail operations, such as maintaining inventory levels, organizing displays, and ensuring a clean and organized store environment.
• Recommend speed upgrades, additional new services add-ons, and features to existing customers.
• Handle and resolve customer complaints, technical issues, and billing disputes efficiently and effectively, striving for first-call resolution whenever possible.
• Fill out contract forms, determine charges for services requested, prepare change of address records, and issue discontinuance orders.
• Investigate conditions preventing completion of service connection orders and take steps to resolve them.
• Deliver consistent attendance and on-time arrival in the workplace.
• Handle inbound customer service calls when not actively engaged with in-person customers.

Knowledge, Skills, and Abilities

• Customer Service – Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments.

• Interpersonal Skills – Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and innovative ideas.

• Communications – Speaks clearly and persuasively in both positive and negative situations, listens, and gets clarification, and responds well to questions. Able to compose professional business correspondence.

• Teamwork – Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed.

• Attendance / Punctuality – Is logged in and ready to work at the start of each shift, limits unscheduled absences.

• Leadership – Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others.

• Exhibits sound judgment, makes good decisions, and is willing to learn.

• Organizational Support – Follows policies and procedures and completes administrative tasks correctly.

• Prioritizes and plans work effectively and uses work time efficiently.

• Interpretation – Able to read, analyze, and interpret instructions, contracts, policies, documents, and regulations.

• Calculations – Able to calculate adjustments and amounts such as discounts, pro-rata, percentages, and apply concepts of basic accounting.

• Professionalism – Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions and follows through on commitments.

• Computer Skills – Possesses solid operating knowledge of Microsoft Word, Excel, Outlook, and order processing software.

Qualifications

• High school diploma or GED, or equivalent combination of education and experience.
• Six months to one year of related experience and/or training.
• Industry experience and sales experience are preferred.
• Must have reliable transportation, as travel to other retail locations may be required, based on business needs.
• Bilingual proficiency in English and Spanish is a plus.

Physical Demands

• While performing the duties of this position, the employee is regularly required to talk and listen.
• The employee is frequently required to use hands or fingers; handle or feel objects, tools, or controls.
• The employee is occasionally required to stand, walk, sit; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is typically low to moderate.