Customer Service Representative
CTC Technology

Customer Service Excellence:
In keeping with our mission of customer satisfaction, all jobs carry with them an overriding responsibility to provide extraordinary customer service in terms of quality, timeliness and assistance.  A commitment to service excellence is expected of all employees.

General Summary:                                                                                                     
Serves as a point of contact for new and existing customers.  Assists customers with billing inquiries, new service requests, disconnects.  Completes paperwork for service applications and disconnects.  Sells and promotes services of the company while dealing with new and existing customers.  Creates all appropriate records in Customer Master including 911, directory, long distance, CPNI etc.  Sets appointments with customers for installation and repair, assigns service orders and trouble tickets to technicians.  Receives cash, checks, debit and credit cards from customers in payment of bills and purchases.  Works daily with accountant.

Essential Job Functions:

  • Performs customer sales and service, promoting all services/products to new and existing customers, answering the phone, assisting customers with billing inquiries, scheduling service, etc.
  • Provides information and promotes company products and services to walk-in customers.
  • Makes recommendations for products and services based on customers’ needs/requests.
  • Explains application and benefits of products and services; answers usage questions.
  • Posts daily deposits in customer master, makes bank deposit and updates monthly cash spreadsheet for accounting.
  • Issue service orders and trouble tickets for new customers, service additions, changes and removals, and trouble calls.
  • Processes the EBPP payments in Coworker’s absence
  • Updates and monitors all forms of Social Media
  • POC for the info or email inboxes, responds accordingly to requests.
  • Responsible for tracking all customer equipment in Customer Master.
  • Performs all other related duties as assigned by management.

Knowledge, Skills, and Abilities:

  • Knowledge of company products and services.
  • Knowledge of company policies and procedures.
  • Knowledge of general office procedures.
  • Knowledge of basic cashiering and bookkeeping practices.
  • Skills in operating various office equipment such as a personal computer, copier, fax, and telephone systems.
  • Skills in oral and written communication.
  • Skills in identifying problems and resolutions.
  • Skills in prioritizing and completing multiple projects.
  • Ability to communicate with customers, co-workers and various business contacts in a professional and courteous manner.
  • Ability to maintain confidentiality.
  • Ability to follow written and oral instructions.
  • Ability to work with frequent interruptions.
  • Ability to pay close attention to detail.
  • Ability to effectively function as a team player.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

To apply, send resume to Scott Schabacker, General Manager at [email protected]