Customer Care Representative

in Craighead County, AR

Job Description


General Summary:
Customer Care Representatives assist both existing and prospective customers with service-related issues
or inquires. The assistance this position delivers ranges from billing and account questions to service
trouble and changes in services. The CCR is also responsible for performing tasks that help manage
customer accounts and promoting services offered by the company. Promotion of services by the CCR
often leads to new sales and/or upgrades in service as well as encourages word-of-mouth advertising
within the service communities.
Essential Job Functions:
 Checks the customer service voicemail queue checked daily; either return phone calls or assign to
others in the group;
 Completes work order information for customer computers that need repaired; sends computer
to Jonesboro for repair;
 Answers internal and external, residential and small business customer’s calls concerning
questions about billing, pricing, product information, & availability;
 Sets payment arrangements for customers having trouble making full payments or has a situation
that has come up that made them not able to pay;
 Educates customer on Lifeline program and complete paperwork; process yearly renewals for
existing Lifeline subscribers;
 Participates in after-hours events hosted by Ritter, our customers/vendors and the community;
 Ensures that each customer receives outstanding service by providing a friendly environment, a
willingness to listen to customer needs, and solid product knowledge;
 Handles customer inquiries and problems in an effective and timely manner;
 Remains current with changing trends in the telecommunications industry and services / products
offered by Ritter Communications;
 Takes ownership to identify, research and resolve billing inquiries, repair issues, and account
 Acquires and enrolls new customers through the use of consistent sales techniques, and enabling
customers to perceive value in the service;
 Retains existing customers through the use of proactive customer service / consulting techniques,
enabling customers to perceive value in the service;
 Demonstrates adequate product knowledge and possesses ability to troubleshoot service issues
for voice, data, and video;
 Verifies and completes required documentation for customer premise equipment, whether
returned or issued;
 Verifies and enters all customers’ information and service orders into applicable billing and
operations software programs;
 Develops relationships with residential clients through contact in person, on the phone, or
through written communications;
 Interacts with other groups to identify, troubleshoot, and/or resolve service / scheduling issues,
and provide consistent follow up to ensure timely completion or resolution that meets or exceeds
customer expectations;
 Processes cash, bank drafts, check and credit card payments via appropriate software,
maintaining security of cash drawer, receipts, and customer payment information at all times;
 Follow up on auto drafts that are declined by the system; Contact customer to verify information;
 Balances cash drawer/posts payments daily/sets up and/or makes bank deposits daily; Petty cash
transactions- make proper copies, obtain proper signatures, and make sure petty cash balances
 Maintains confidentiality and security of all customer information;
 Recognizes, documents and alerts the supervisor of trends in customer calls and/or interaction;
 Shares lessons learned with team members, providing information that can be used for new hire
training or expanding others’ knowledge;
 Communicates difficult / sensitive information tactfully;
 Makes outbound calls for the purpose of sales, follow-up, courtesy, and collection;
 Demonstrates initiative to complete other departmental responsibilities during slower call
volume/walk-in traffic times;
 Applies knowledge of specific product details in order to troubleshoot and resolve minor problems
and prevent unnecessary dispatch of a service tech
 Demonstrates effective time management by prioritizing daily work activities
 Projects a professional appearance and demeanor when interacting with customers or
representing Ritter in other activities;
 Applies knowledge from training to customer relationships;
 Travels to customer sites, project areas, business related events, and other Ritter
Communications locations;
 Performs all other related duties as assigned.

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Job Posting: 3137417

Posted On: Nov 19, 2021

Updated On: Dec 19, 2021