Customer Service Representative - Cashier

Description

I. POSITION SUMMARY:

The CSR/Cashier is responsible for assisting customers in the office and over the phone with payments, customer care/billing questions, and opening of change service orders. This position is the face and voice of the company for customers coming into the office and must be able to maintain a high level of customer service in handling customers.

Hours of Operation: Monday - Friday 9:00am-6:00pm In-Office
 

II. ESSENTIAL FUNCTIONS:

A. Payment Processing

1. Receives and posts cash, check, and money order payments from walk-in customers and via the mail to the appropriate customer accounts, and issuing receipts as requested.
2. Posts ACH payments that are received via email.
3. Assists walk-in customers with making Credit Card payments using Smart Hub or Secure Payment.
4. Runs appropriate cash balancing reports for transactions daily.
5. Assists with counts and balancing of cash drawers, preparation of daily deposit and comply with the BTC Cash Drawer Policy #525.
6. Notifies supervisor when change is needed for cash drawers.
7. Processes collection notices for returned checks or declined credit cards and charges customer account accordingly. 
8. Handle Insufficient Funds (NSF) Payments by processing all returned payments, communicate with customers via mail and phone to collect outstanding funds, and manage account suspensions in accordance with company policy. 

B. Operator

1. Answers multi-line switchboard forwarding calls to appropriate person/department. Provides callers with information such as company address, fax numbers, website, directions to the company locations and other related information.
2. Ask basic customer questions to ascertain which department would best benefit the caller.
3. Answers basic caller questions

C. Customer Care

1. Answers questions from customers providing information regarding BTC services and procedures.
2. Handles customer requests for payment arrangements.
3. Initiates non-pay disconnect service orders when payment arrangements are not kept by customer.
4. Initiates non-pay reconnect service orders when payments are made on suspended accounts.
5. Listen to feedback and concerns, identifying the needs of customers who walk-in to our office or who phone in.
6. Verify accurate information is on record for customers, updating when needed.
7. Scanning documents into Vault as needed.
8. Equipment exchanges and returns for customers, providing receipts and updating customer accounts with exchange information.
9. Initiate Service Orders for customer requests.
10. Send out install texts to customers.
11. Assist customers with set up of E-Bill by explaining the process. 
12. Ensure Contact Tracking notes are added to accounts for any customer interaction made.
13. Review the Customer Service Mailbox to assist with requests as needed.
14. Ensure all process announcements are reviewed, understood, and consistently followed to maintain smooth operations across all departments.

D. Equipment Inventory

1. Processes inventory received from the warehouse, ensuring that all are properly labeled and suitable for customer use. 
2. Update OSS with status of equipment when received and returned.

E. Business Office Support

1. Opening and processing mail, ensure that it is routed to the proper department.
2. Assists with maintaining accurate records for equipment inventory.
3. Assists in keeping the appearance of the front counter neat and tidy.
4. Answering phone when needed, transferring calls to the appropriate people.
5. Keeps counter forms stocked, copying or ordering when needed.
6. Employees are required to work in the office. Exceptions may be made in cases of severe weather. Any other exception must be approved by the Customer Operations Supervisor or Manager.

F. All other duties as assigned by management.

Maintain an Information Security Policy: The security policy clearly defines information security roles and responsibilities for all personnel, and all personnel are aware of and acknowledge their information security responsibilities.

Requirements

III. EDUCATION, EXPERIENCE AND SKILLS REQUIRED/PREFERRED:

A. Ability to read, write, speak and understand English well.

B. One year experience with telephone work or other utility company.

C. Ability to multi-task in a fast-paced environment.

D. Strong verbal and interpersonal skills.

E. Ability to use office equipment such as computer terminal, calculator, copier, fax machine and multi-line phones.

F. Experience with Microsoft Word, Excel, Internet

G. Cash handling.

H. Ability to work effectively with internal and external customers in a team environment.

Physical Requirements:

Seeing: Must be able to read computer screen and various reports - 75-100%

Hearing: Must be able to hear well enough to communicate with employees and industry contacts - 75-100%

Standing/Walking - 50-74%

Climbing/Stooping/Kneeling - 0-24%

Lifting/Pulling/Pushing - 0-24%

Fingering/Grasping/Feeling (Must be able to write, type, and use phone system) - 75-100%

Working Conditions:

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job pleasant or less agreeable. Consider the local climate and or weather conditions along with the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.  

This job operates in a professional office environment. This role routinely uses standard office equipment.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.