Customer Response Rep

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JOB TITLE: Customer Response Representative STATUS: Non-exempt

REPORTS TO: Customer Response Residential Supervisor

CUSTOMER SERVICE EXCELLENCE: In keeping with our mission of customer satisfaction, all jobs carry with them an overriding responsibility to provide extraordinary customer service. A commitment to excellence is expected of all employees as they perform their tasks while supporting our core values of accountability, authenticity, community, integrity, quality, service, and teamwork.

GENERAL SUMMARY: Processes customer service and/or trouble requests, answers billing questions, processes payments, and documents customer interactions, using knowledge of NISC software system. Promotes and sells products and services on customer contacts. Maintains strong knowledge of all products and services offered by GPC. Communicates confidently with customers. Performs non-pay disconnect process and understands and supports specialized customer service functions, including EDE, NTAP, CLEC, LNP, After Hours, and ETI. Supports Customer Response Center expectations, policies, and guidelines.

SPECIFIC JOB DUTIES:

1. Processes customer service and/or trouble requests, answers billing questions, processes payments, and documents customer interactions, using knowledge of NISC software system.

Standards

¨ Communicates with customers on the telephone, electronically, or face-to-face, using excellent customer relations skills.

¨ Obtains complete service order information from customer inputting directly into computer software system.

¨ Audits twice daily for pending service orders to expedite their completion.

¨ Verifies data is correct before closing service order, using strong proofing skills.

¨ Investigates possible indebtedness as needed.

¨ Inputs all customer inquiries, complaints, and comments into contact tracking.

¨ Utilizes C&C codes with a minimum of 99% accuracy.

¨ Explains monthly billing statement, including governmental fees and taxes.

¨ Retrieves information from the billing system in a timely manner.

¨ Retrieves archived customer data from Inter-Active XL in a timely manner.

¨ Thoroughly explains pro-rated charges or credits.

¨ Processes all customer payment types following all requirements.

¨ Issues credit through A/R adjustment screen.

¨ Manually calculates fractional charges or credits as needed.

¨ Establishes payment arrangement as agreed upon by customer.

¨ Communicates and supports assessed late fee.

¨ Process unbillable toll within 24 hours of receipt

¨ Assists customers with E-Bill sign up steps.

¨ Determines if customer has current deposit on file.

¨ Performs basic troubleshooting of all services.

¨ Identifies and dispatches customer service issues.

¨ Produces trouble tickets on computer with 99% accuracy.

¨ Posts outage information through DASH.

¨ Dispatches Digger’s One Call locate tickets with 99% accuracy.

¨ Initiates workflow to ensure appropriate departments are notified.

2. Promotes and sells products and services on customer contacts.

Standards

¨ Meets monthly sales goal.

¨ Up-sells/cross-sells with every customer interaction, using persuasive selling techniques.

¨ Uses competitive analysis of products and services.

¨ Performs cold calls.

¨ Promotes marketing campaigns, using marketing materials effectively.

¨ Displays solid knowledge of available products and services

¨ Emphasizes customer benefit.

¨ Overcomes customer objections.

3. Maintains strong knowledge of all products and services offered by GPC.

(Telephone, Video, Broadband, GPCLD)

Standards

¨ Discusses customer video preferences and recommends best options.

¨ Displays basic knowledge of ETI Cablebridge interface program.

¨ Verifies Letter of Authorization (LOA) is accurate and complete and understands LOA guidelines.

¨ Reviews customer long distance calling pattern and recommends the best option.

¨ Displays knowledge of equal access, long distance carriers, and long distance plans.

¨ Displays knowledge of directory procedures.

¨ Displays knowledge of C&C codes as well as applicable federal, state and local taxes.

¨ Displays understanding of each calling feature (i.e. caller id, call waiting, call forward, etc.).

¨ Displays understanding of voicemail system.

¨ Displays knowledge of broadband speeds and customer capabilities with each.

¨ Effectively communicates knowledge of bundling, pricing, programming, guidelines, and promotions to answer customer inquiries.

4. Communicates confidently with customers.

(Telephone, Electronically, Face-to-Face)

Standards

¨ Communicates with authority to avoid passing callers on to management.

¨ Answers customer questions independently with a high degree of accuracy.

¨ Communicates complex information in user-friendly terms.

¨ Maintains confidentiality of customer accounts.

¨ Guides customer to proper resources as needed.

¨ Submits customer complaints and compliments into Allegiance program.

¨ Stays focused when dealing with the anger and stress of others.

¨ Communicates in a positive and proactive manner.

¨ Retrieves department voicemail messages and takes appropriate action as needed.

¨ Replies to customer notes within 24 hours.

¨ Uses proper grammar and punctuation skills in written communication.

¨ Uses proper telephone technique and etiquette.

¨ Retrieves electronic requests and responds within two hours.

¨ Conveys a favorable image of GPC with all communications.

¨ Demonstrates strong proofreading skills.

5. Understands and supports specialized customer service functions.

(EDE, NTAP, CLEC, LNP, After Hours, and ETI)

Standards

¨ Demonstrates knowledge of the NTAP guidelines for service availability.

¨ Processes updates to NPSC monthly audit to ensure accurate database by deadline.

¨ Ensures 99% compliance of EDE “1+” authorization process.

¨ Ensures 99% compliance of EDE “toll free” authorization process.

¨ Audits pending EDE service orders to expedite their completion, as scheduled.

¨ Ensures 99% compliance of CLEC guidelines for service availability.

¨ Ensures 99% compliance of Local Number Portability guidelines for service availability.

¨ Ensures 99% accuracy when entering requests into Neustar software.

¨ Ensures 99% accuracy when entering requests into IMA-CenturyLink database.

¨ Retrieves after-hour trouble tickets and follows-up within one hour of start of shift/

¨ Ensures 100% accuracy when transferring telephone to after-hours support.

¨ Updates after-hours support of all pending outages or issues.

6. Performs non-pay disconnect process.

Standards

¨ Completes preliminary customer notification process.

¨ Completes preliminary calls within 72 hours.

¨ Calculates required credit deposit and final amount due.

¨ Discusses customer list with field personnel and submits final customer list to field personnel electronically within one hour of start of shift.

¨ Produces service order by computer and routes accordingly.

¨ Discusses the status of the account with customer assertively, without being aggressive.

¨ Ensures all monies have been paid prior to reconnection of service(s).

¨ Disconnects and reconnects customer accounts in accordance with current NTAP guidelines.

7. Supports Customer Response Center expectations, policies, and guidelines.

Standards

¨ Ensures 100% compliance with CPNI guidelines.

¨ Verifies OPT IN/OPT OUT status before promoting any GPC products and services.

¨ Ensures 100% accuracy with customer account review on every customer interaction.

¨ Reports to work daily at assigned time.

¨ Logs on and off the ACD and computer system in a timely manner.

¨ Manages PTO to avoid the use of unpaid time off.

¨ Submits all requests for PTO to supervisor with at least 48 hours advance notice.

¨ Works productively with minimal supervision.

¨ Answers telephone immediately following the assigned Call Path.

¨ Handles assignments, meeting all deadlines.

¨ Attends training and/or department meetings with a positive attitude.

¨ Contributes to the success of the department through suggestions and ideas.

¨ Volunteers to serve on company committees.

¨ Volunteers to cover for last minute personnel coverage needs.

¨ Adheres to the company dress code.

¨ Supports decisions made by Great Plains employees when conversing with customers.

¨ Makes effective use of DASH before taking questions to others.

¨ Interacts effectively with others, promoting relationships of trust and respect.

¨ Promotes positive teamwork with a willingness to help others, a positive attitude, respect of opinions, taking initiative in problem solving, and ethical behavior.

¨ Maintains a professional work station.

¨ Follows proper chain of command for grievances.

¨ Remains calm and professional under difficult circumstances.

8. Follows all company and safety policies and procedures outlined in the GPC Employee Handbook and Policy Manual and GPC Accident Prevention Manual.

Standards

¨ Follows all company policies and procedures outlined in the GPC Employee Handbook and Policy Manual.

¨ Follows all safety policies and procedures outlined in the GPC Accident Prevention Manual.

¨ Submits weekly timesheets to supervisor before 2nd Wednesday of pay period.

¨ Reports/leaves work according to department policy.

¨ Performs self-inspections of the workplace and work habits daily.

¨ Reports unsafe or hazardous working conditions.

¨ Wears personal protective equipment as required.

9. Performs other related duties as assigned.

Standard

¨ Performs other duties as assigned.

JOB TITLE: Customer Response Representative

EDUCATION DESIRED

High school graduate or equivalent plus additional sales training

EXPERIENCE DESIRED

2-3 years customer service experience

2-3 years customer sales experience

KNOWLEDGE, SKILLS, AND ABILITIES

Business communication skills – both verbal and written

Customer relations skills

Strong sales skills (Inbound & Outbound)

Strong computer skills – Microsoft Word, Microsoft Excel, Microsoft Outlook

Ability to create business letters

10-key calculator skills

Attention to detail

Ability to handle multiple job functions daily

Ability to up-sell/cross-sell daily

ESSENTIAL JOB FUNCTIONS

Ability to communicate with customers verbally and in writing

Ability to wear a headset for multiple hours a day

Ability to use telephone daily

Ability to operate calculator daily

Ability to operate computer daily

Ability to work holidays, nights, weekends and additional shifts as assigned

Ability to remain stationary majority of work day

Ability to maintain regular and punctual attendance

COMMENTS

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

6-21-2023