Customer Service Representative I-VTXC

SUMMARY

The Customer Service Representative (CSR) serves as the first point of contact for customers
and visitors, providing exceptional customer service in person, by phone, and through other
communication channels. This position is responsible for assisting customers with applications,
account inquiries, payments, and general service information related to VTX Communications
and its subsidiaries. The CSR ensures that all interactions are handled professionally, efficiently,
and in alignment with company standards and policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Greeting all customers and visitors in a professional, courteous, and friendly manner.
• Ensure that the business office always has a Customer Service Representative available to assist customers during operating hours.
• Answer all incoming calls by the third ring and promptly deliver messages to the appropriate staff member.
• Take payments, give change, and balance cash drawer daily in accordance with company policies.
• Assist customers in completing service applications, updates, and disconnect requests for VTX Communications and its subsidiaries.
• Establish new accounts and update customer information in the billing system with accuracy and attention to detail.
• Research and resolve billing inquiries, payment discrepancies, and service-related issues in a timely manner.
• Issue service orders for connects, disconnects, or changes in service and follow-through to ensure completion.
• Explain services, pricing, promotions, and company policies to customers clearly and professionally.
• Coordinate with other departments (Engineering, OSP, Technical Support, and Billing) to ensure customer requests are handled promptly.
• Direct customers to a Level 2 or Level 3 Customer Service Representative for advanced support or account management when necessary, and exercise sound judgment in knowing when to escalate issues for timely resolution.
• Mail membership applications and welcome packets to new customers requesting service.
• Record all visitor names in the visitor log and ensure visitor tags are issued and collected upon departure.
• Attend all assigned staff meetings and training sessions.
• Prepare and submit a summary of knowledge or skills gained from participation in all external training sessions.
• Maintain compliance with all applicable OSHA regulations and departmental safety standards.
• Perform other related duties as assigned.