Job description
Join Smithville and our Customer Service Team, where you will enjoy working as a member of a fun, talented group! A group that loves delivering the best customer experiences every day! You will receive incredible benefits, including low cost healthcare and dental (Base Plans), generous PTO, paid holidays, 401(k) retirement plan with a great company match, tuition reimbursement, discounted services, and celebration events! Investing in our team members is a Smithville priority!
As a Customer Service Representative I, you will research and resolve customer concerns and work in close partnership with all departments. You will use active listening and critical thinking skills to make sound decisions in a contact center environment. You will be an active participant in our quest to continually improve the “customer experience” by sharing your suggestions to create a world-class experience for each customer.
Work Shift: Monday to Friday, 9:00 am to 6:00 pm. (Initial training will be Monday to Friday, 8:00 am to 5:00 pm.)
Location: The Customer Service Representative I role is an onsite work position at our offices in Ellettsville, IN.
RESPONSIBILITIES
- Answer customer inquiries and effectively sell Smithville products and services to new and existing ILEC and CLEC residential customers (70%)
- Respond to customers via phone, fax, and email.
- Provide customers with product and service information, including pricing, installation costs, and product upgrades.
- Enter new customer information and service orders daily.
- Edit existing customer information and service orders daily.
- Identify, research, and resolve customer complaints using available resources (25%)
- Follow up on customer inquiries not immediately resolved within 24 hours.
- Actively listen to customers’ concerns and needs.
- Research customer account for credit rating, service standing, account standing, previous trouble history, and other relevant information.
- Communicate effectively with peer departments and use sound judgment to determine an appropriate course of action.
- Communicate issues effectively to Team Lead and Supervisor during escalated instances.
- Other duties as assigned (5%)
QUALIFICATIONS
- High school diploma or equivalent required
- Previous sales and customer service experience required. Call center experience is a plus
- Demonstrated computer skills and keyboarding experience required (40 wpm). Should have a proficiency in Microsoft Office applications, and an ability to quickly learn new software
- Excellent verbal and written communication skills
- Polished interpersonal skills and ability to interact with a diverse population
- Ability to protect confidential and sensitive information
- Creative and critical thinking skills
- Strong analytical and organizational skills
- Attention to detail; high level of accuracy
- Ability to embrace change, learn new skills, and continuously improve
- Ability to work both independently and with co-workers toward company goals
TYPICAL WORKING CONDITIONS
- Work is typically completed in a climate-controlled office environment
- Noise level is quiet to moderate
- Typical work week is 40 hours
EMPLOYEE BENEFITS
- Competitive Wage
- Insurance Plans include Medical | Prescription | Dental | Vision | Term Life | Long-Term Disability | Voluntary Insurance
Our Base HDHP Medical Plan and Base Dental Plan are at a very low cost for you and your family. (Some restrictions may apply)
- Health Savings Account with generous annual company contributions to your HSA
- 401(k) Retirement Savings Plan with a valuable company matching contribution
- Generous Paid Time Off (PTO) program
- Nine (9) Paid holidays
- Tuition reimbursement
- Paid training
- Discounted company products and services
ABOUT US
Recognized nationally as a Top 100 broadband (fiber optic internet) provider, Smithville is built from the ground up by Hoosiers, for Hoosiers. An award-winning communications technology company, Smithville had modest beginnings 100 years ago as an Indiana telecommunications company. While its products and services have changed as technology has, its commitment to its customers has remained steadfast. Today, that commitment is reflected in Smithville’s dedication to bringing the best available technology platform to Indiana residents for state-of-the-art communication and data services, all with the highest possible level of customer satisfaction.
Review of employment applications will begin immediately and continue until the position is filled. Smithville is proud to be an equal opportunity employer.
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