Customer Service Representative

Swyft Fiber; Metairie (LA); On-site; USD 2,066,000 - 2,755,000; Full time

Job summary

Swyft Fiber in Metairie, LA is seeking a Customer Service Representative in the Call Center to handle billing inquiries primarily by phone and occasionally in writing.

You will use business software to process voids, credits, cancellations, changes, and payments, keep records of customer interactions, and escalate complex issues to the appropriate departments.

The role requires a High School Diploma and 2+ years of customer service experience.

Qualifications

• High School Diploma or equivalent required.
• 2+ years of customer service experience preferred.

Responsibilities

• Provide fast and efficient service relaying billing information and handling inquiries.
• Maintain a friendly, helpful, and empathetic demeanor in all interactions.
• Keep customers updated on progress toward resolution of billing issues.
• Ensure appropriate changes were made to resolve billing problems.
• Refer unresolved billing issues to designated departments for investigation.
• Use business software to process voids, credits, cancellations, changes, and payments.
• Keep records of customer interactions related to billing and actions taken.
• Other duties as assigned.

Skills

Verbal communication

Written communication

Knowledge retention

Problem solving

Critical thinking

Computer skills

Education

High School Diploma

Job description

Job Title: Customer Service Representative

Department: Call Center

FLSA Classification: Non-Exempt

EEO Classification: Administrative Support Workers

Last Modified: 08/22/2024

Job Summary:

Uses technical and analytical skills to provide customer service by offering solutions, explanations and options that will satisfy the customer while preserving the best interests of the company. This role is primarily done via phone but may include written correspondence.

• Provides fast and efficient service when relaying billing specific information about products or services, orders, cancellations, or obtaining details of complaints.
• Ensures customer satisfaction and maintains a friendly, helpful, and empathetic demeanor in all interactions.
• Maintains close contact with customers to give updates on progress toward resolution of billing issues.
• Ensures that appropriate changes were made to resolve customers' billing problems.
• Refers unresolved customer billing issues to designated departments for further investigation.
• Uses business software to process voids, credits, cancellations, changes, and payments.
• Keeps records of customer interactions related to billing, recording details of inquiries, complaints, or comments, as well as actions taken.
• Other duties as assigned.

Job Qualifications:

• High School Diploma or equivalent required.
• 2+ years of customer service experience preferred.

Skills:

• Excellent verbal and written communication.
• Excellent knowledge retention and recall.
• Strong problem-solving skills.
• Critical thinking.
• Computer skills and knowledge of relevant software.

Physical Demands:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk, and sit; climb, balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision depth perception, and ability to focus.

The conditions listed are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate.

Equal Opportunity Employer/Veterans/Disabled