Customer Care Consultant

Position Summary

The Customer Care Consultant consults with customers on residential services to ascertain communication needs and promote use of RTC services and refers potential sales opportunities to a Customer Sales Consultant by performing the following duties.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Efficiently follows and communicates all billing policies, procedures and pricing to customer in an effective manner of understanding.
• Adjusts accounts concerning discrepancies or complaints in billing or services rendered, if applicable, by following department guidelines.
• Serves as a backup to designated areas within Customer Service as needed.
• Reviews accounts to determine and evaluate utilization of communication services. Offers suggestions on improvements to service or additional services as recognized through account review.
• Offers expert advice to new or existing customers regarding communication needs, such as availability of service, the advantages of obtaining the service, the practicality of the service, and the cost of the services. Provides the advantages of having one type of service over another for their individual circumstance.
• Assists qualifying customers with applications for the government Lifeline Assistance Program. May need to provide personal email and last four digits of Social Security Number to register as a representative with USAC (Universal Service Administrative Co.).
• Documents accounts on each contact to record communication with the customer, and when applicable, tracks follow up to the customer.
• Works with customers to ascertain their account needs as they pertain to the financial status of the account. Create arrangements that are both equitable and fair to the customer yet still following GA Tariff rules.
• Responds to incoming requests for cancellation of services and persuade customers to remain with RTC through effective retention tools.
• Proactively contacts customers who are identified as a risk of cancellation and ensure that every opportunity to retain the customer is investigated.
• Identifies new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Other departmental duties may be assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Associate’s degree or one to two years related experience and/or training; or equivalent combination of education and experience.
• Unified ACH and PCI DSS Compliance.
• Strong skills in customer service.
• Strong skills in ability to recognize or lead into a sales lead to a CSC.
• Ability to maintain in depth knowledge products and services.
• Ability to identify customer service needs and quickly respond with proactive solutions.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

RTC is an Equal Opportunity Employer, drug free workplace, and complies with ADA
regulations as applicable.