Customer Service Representative

ESSENTIAL FUNCTIONS:

  • Professionally handle incoming request from customers and ensure that issues are resolved both promptly and thoroughly.
  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
  • Provide quality service and support in a variety of areas including, but not limited to: billing, activations, and system troubleshooting.
  • Identifies and assesses customer needs to achieve satisfaction.
  • Maintain customer records by updating account information.
  • Build sustainable relationships and trust with customer through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.
  • Resolve customer complaints via phone, email or mail.
  • Assist with placement of orders, refunds, or exchanges.
  • Work with customer service supervisor to ensure proper customer service is being delivered.
  • Keep records of customer interactions.
  • Take payment information and other pertinent information such as addresses and phone numbers.
  • Attempt to persuade customers to reconsider cancellation.
  • Utilize computer technology to handle high call volumes.
  • Create and sustain a positive team environment displaying high levels of motivations and excellent team work.

ADDITIONAL RESPONSIBILITIES:

  • Adhere to company practices and regulations.
  • Maintain work area in neat and orderly fashion.
  • Establish and adhere to a record of good attendance and punctuality.
  • Maintain confidentiality of all customer and company information.
  • Complete any special projects as assigned.

SKILLS/QUALIFICATIONS:

  • Must be able to learn all aspects of the job by on-the-job training, attending seminars/ vocational schools or classes, reading instruction manual, etc., for the position.
  • Must have a good comprehension of telephone etiquette and office protocol.
  • Ability to define problem(s), define seriousness of problem(s), collect data, and establish facts.
  • Maintain positive attitude towards co-workers and customers.
  • Maintain honesty and integrity in all dealings.
  • Effective time management.
  • Troubleshooting abilities.
  • Professional and effective oral and written communication skills.
  • Ability to add, subtract, multiply, and divide using whole numbers and decimals.

EDUCATION REQUIREMENTS:

Must have knowledge of Computer Operations, including web-based portals, typing, 10-Key, phone operation.  Telecommunications knowledge preferred with one year of business office work experience, i.e., clerk, administrative assistant, accounting, or computer entry work environment.

WORK ENVIRONMENT:

  • Maintain forty (40) hours per week performance level, plus additional hours as job requires, with one (1) hour each day unpaid lunch break.
  • The noise level in this environment is often moderate.
  • Requires the ability sit or stand for long periods of time.

 

Job Description: Customer Service Representative

Job Description Number: RSC1909

FLSA Classification: Non-exempt        Location: Oklahoma City

EEOC/Drug-Free Workplace/MFDV

Dobson Technologies is an Equal Opportunity Employer and a Drug-free Workplace

Click here to download Application Form

Please email completed form to HR@Dobson.net.