Bilingual Customer Care Representative (CCR)

General Summary:

Act as a liaison, provide product & services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Essential Job Functions:

• Answers incoming telephone calls, responds to general questions, takes messages and/or transfers callers to appropriate personnel.
• Performs various clerical duties which may include typing, filing, opening and sorting mail, preparing correspondence and reports, posting customer payments and completing other special projects.
• Receives payments from customers, posts payments to appropriate accounts and issues receipts as requested.
• Verifies accuracy of billings and payments by searching computer records following CPNI and Red Flag guidelines.
• Prepares various reports and records related to cash receipts including cash reports and deposit reports.
• Provide information and promote company products and services to walk-in customers.
• Provides customer service by assisting customers with billing inquiries, new service requests, service plan changes and disconnects and service questions and concerns. Completes appropriate paperwork for service plan changes and disconnects.
• Completes credit checks on new customers.
• Promotes and sells services to new and existing customers.
• Develops and sends correspondence to customers including membership letters, welcome packets, etc.
• Increases the sale and use of company equipment and services by implementing adopted marketing plan and strategies.
• Performs other Customer Care related duties as assigned by management.

Knowledge, Skills, and Abilities:.

• Knowledge of written communication practices, procedures and formats.
• Knowledge of the internet and customer relationship management software.
• Knowledge of G-Suite; Gmail, Sheets, Slides, Docs, Calendar, Chat
• Skill in operating various office equipment such as personal computer, various software programs, copiers, faxes and telephone systems.
• Skill in oral and written communication.
• Ability to communicate with customers, co-workers and various business contacts in a professional and courteous manner.
• Ability to pay close attention to detail.
• Ability to effectively function as a team player.
• Ability to organize, prioritize and complete multiple projects.
• Ability identify problems and resolutions.
• Ability to maintain confidentiality.
• Ability to work with frequent interruptions.
• Ability to make sound decisions using information at hand.

Education and Experience:

High school diploma or equivalent. Previous office experience & telecom industry experience preferred, plus a minimum of 2 years of customer service experience.

A competitive wage and benefit package is offered.

We are an Equal Opportunity Employer

Job Location(s):

Bloomingdale, MI (Southwest Michigan)

Job Type: Full-time

Pay: $21.00 - $23.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person