Job Description

Customer Service Representative

The Customer Service Representative is responsible for responding to questions and issues raised by Centric customers. The customer service representative will be responsive to customer inquiries and maintain customer accounts according to specific guidelines and procedures. Communicate our new service offerings and promotions with the customer. Make outbound call efforts to market our service to customers who have our gas service but not fiber service. Ensure our customers are onboard with billing and informed about the billing due dates and payment methods.

General

• Upholds and advocates for Centric's core values and behaviors as outlined in the Centric Values and Leadership Framework.
• Ensure that all operations are conducted safely and in compliance with all applicable laws, regulations, policies, and procedures.
• Foster a culture of always doing things the right way: the Centric Way (safety, openness, integrity, attention to detail, etc.)
• Collaborate closely with other members of the Customer Service department to ensure that all commitments and requirements are clearly understood.

Responsibilities and Essential Job Functions:

• Responsible for ensuring a smooth and efficient onboarding process for all customers.
• Manage large amounts of incoming calls.
• Follow communication procedures, guidelines, and policies.
• Provide accurate, valid, and complete information to all customers.
• Serve as support for both fiber and gas customers.
• Effectively communicate with customers and explain the value proposition of our services.
• Respond to all customer inquiries via call and email.
• Maintain a positive attitude while handling customer complaints, provide appropriate solutions and alternatives and follow up to ensure resolution.
• Update customer records by revising their account information after each correspondence with customer.
• Attract new customers by promoting our fiber and gas services.
• Recommend potential products and services to suit a customer's needs.
• Clearly communicate your expectations regarding teamwork and collaboration.
• Make outbound marketing calls to inform customers about our fiber service.
• Maintain outbound call KPI's that will be established by supervisor.
• Willingness to learn more roles and grow with Centric.

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