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White River Valley Electric Cooperative

CUSTOMER SUPPORT REPRESENTATIVE – WHITE RIVER CONNECT

Application deadline is Friday, July 19th at 4:00 p.m. 

White River Valley Electric Cooperative’s fiber subsidiary, White River Connect, LLC, will soon be offering a robust fiber optic system to all its members and beyond. This system will help connect our communities with a reliable internet service, even in the most rural areas, and will ensure all have access to the most advanced fiber optic system in today’s world.  We look forward to building a world-class fiber network that will transform our rural communities just as the Cooperative’s founders did with electric.   White River Connect is currently looking to add to its team of amazing employees the position of Customer Support Representative. 

JOB SUMMARY

Supports all aspects of the customer experience, including but not limited to scheduling, billing, provisioning, troubleshooting, and providing outstanding customer service.

ESSENTIAL DUTIES/RESPONSIBILITIES 

    • Customer Assistance and Communication: Promote positive public relations through knowledgeable, responsive, and courteous interactions with current and potential customers, contractors, vendors, and the general public. Respond to inquiries and provide support via telephone, email, written correspondence, and/or face to face interaction regarding products and services, billing, collection protocols, and assist with resolving problems. Coordinates with all staff and contractors to address various customer-service related issues, including eligibility, billing, equipment, technical issues, etc.
    • Operational and Technical Aptitude: Understand and apply operational and technical aspects related to all diversified products and services offered by White River Connect. Demonstrate proficiency in soliciting the sale of these products and services, providing customers with comprehensive information and support. Stay updated on product and service enhancements to effectively address customer inquiries and promote offerings.
    • Record and Inventory Maintenance: Maintain and address accurate and complete records including but not limited to contact tracking, notes, service orders, and account setup. Execute collection of returned equipment at designated locations, ensuring compliance with established protocols.
    • Mail Management: Receive, process, and distribute incoming mail, ensuring timely and secure handling. Collaborate with internal teams to allocate mail contents appropriately for payment processing and record keeping.
    • Payment Processing, Balancing, and Account Collection: Process payments daily through various channels and reconcile to cash reports. Assist customers in understanding all payment options, fees, and billing statements. Prepare and verify accurate bank deposits and collaborate with the finance team to address any discrepancies. Process returned checks and credit card chargebacks, taking appropriate actions to collect outstanding balances in a prompt and professional manner. Ensure payment arrangements are made and met in compliance with company procedures.
    • Attendance and Professionalism: Demonstrate regular, dependable, and punctual attendance, adhering to scheduling procedures. Present a professional image in alignment with company policy.
    • Knowledge Retention and Continuous Improvement: Retain comprehensive knowledge of practices, procedures, and policies. Proactively recommend improvements within designated areas of responsibility.
    • Team Collaboration: Develop and sustain team-working relationships with all employees. Engage in effective communication and collaboration with cross functional teams to enhance overall organizational success.
    • Office Coverage and Campaign Participation: Cover duties at other offices when deemed necessary to ensure efficient service delivery. Participate actively in mass campaigns aimed at signing up new customers. Utilize effective communication and interpersonal skills to engage potential customers and drive successful signups.
    • Additional responsibilities: Performs other duties as assigned by supervisors or management, contributing to the overall success and efficiency of the team and the company.

QUALIFICATIONS

    • Requires high school diploma or equivalent.
    • Proven experience in a customer service role, preferably in the telecommunications industry or a related field.
    • Must have knowledge of business machines (ex. copiers, computers, calculators, phone systems, etc.)
    • Must have the ability to perform office operations quickly and efficiently both verbally and in writing. Must be able to analyze information in both written and oral form. Fluent in multiple languages is a plus.
    • Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information and sales propositions to customers.
    • Strong problem-solving and troubleshooting skills, with the ability to think critically and provide creative solutions.
    • Ability to remain calm and professional in stressful customer situations.
    • Proficiency in using customer service software, CRM systems, and other tools to effectively manage customer interactions and inquiries.
    • Familiarity with telecommunication services, equipment, and installation processes is a plus.
    • Ability to work independently, as well as collaboratively within a team environment.
    • Flexibility to work in rotating shifts, including evenings, weekends, and holidays, if required.

EXTERNAL RELATIONSHIPS

    • Extensive contact with customers, potential customers, vendors, contractors, and the general public in carrying out the responsibilities of this position.

WORKING CONDITIONS

    • Working inside and outside during regular hours and occasional overtime, including weekends and holidays if necessary. Normal safety precautions and practices are required. Position may require travel outside the service area from time to time. Regular work schedule is Monday through Friday.

PHYSICAL EFFORT AND DEXTERITY

    • Frequent physical activity includes sitting at a desk for prolonged periods of time, standing, walking, stooping, bending, lifting, and carrying materials under fifteen pounds.

MACHINE, TOOLS, AND EQUIPMENT

    • Capable of operating a personal computer and related software. Must be able to operate office and telecommunications equipment.

VISUAL ACUITY, HEARING, AND SPEAKING

    • Comfortable speaking on the telephone and via online conference tools. Must be able to communicate clearly and accurately for work and safety compliance.

Note: This job description is not to be construed as an exhaustive statement of duties, responsibilities, and requirements. Management retains the right to assign or reassign duties and/or responsibilities at any time.

 

APPLY NOW