Customer Care Representative en undefined

Position Summary

The Retail Customer Care Representative (CCR) is based in our Truvista Retail Center and functions as a primary point of contact for customer sales support. Customer interactions are handled over the telephone or face-to-face in our retail center offices and/or remote. Your primary responsibility will be to assist customers with bill payments, billing inquiries, service changes, retention activities, and promote any Truvista service offerings. This role requires strong attention to detail, excellent customer service skills, and the ability to manage financial transactions securely and professionally. Customer sales and account management activities are performed using a computer and Truvista’s customer support system software.

Essential Job Functions:

The essential job functions include, but are not limited to the following:

• Provide prompt and friendly world class customer service to retail customers visiting the store, addressing their inquiries, concerns, and requests related to Truvista service offerings.
• Accurately processes 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-on 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.

• Responsible for handling inbound customer service calls when not actively engaged with in-person customers
• Perform other work-related duties as assigned.

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.
• Planning and Organizing - 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

• To qualify for Work from Home, applicant must meet WFH requirements (bandwidth, environment, office set-up).  Equipment (laptop, IP phone, and headset) are provided by Truvista. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.