Customer Service Representative

Valley Telephone; Raymondville (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Valley Telephone Cooperative, Inc. seeks a Customer Service Representative to be the first point of contact for customers in person, by phone, and online.

You will assist with applications, account inquiries, payments, and service information while adhering to company policies. The role requires strong communication, accuracy in billing, and the ability to handle multiple tasks, including marketing events and community outreach.

Qualifications

• High school diploma or equivalent required.
• Minimum one year of customer service or office experience preferred.
• Experience in telecommunications or utilities is a plus.
• Valid driver's license and insurable record required.

Responsibilities

• Greet customers and visitors in a professional, friendly manner.
• Answer inbound calls and route messages to staff.
• Process payments, provide change, and balance cash daily.
• Assist with service applications, updates, and disconnects.
• Create and update customer records in the billing system.
• Explain services, pricing, and policies to customers.
• Coordinate with Engineering, OSP, Technical Support, and Billing.
• Attend meetings and assist with company marketing events as needed.
• Travel to support other offices on short notice.
• Must be able to work weekends/evenings.

Skills

Customer service

Communication

Microsoft Office

Problem solving

Attention to detail

Interpersonal skills

Teamwork

Education

High school diploma or equivalent

Tools

Excel

Word

PowerPoint

Job description

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 Valley Telephone Cooperative, Inc. and its subsidiaries. The CSR ensures that all interactions are handled professionally, efficiently, and in alignment with company standards and policies. This position also requires assistance with company marketing events and community outreach initiatives as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Greeting all customers and visitors in a professional, courteous, and friendly manner.
• Ensure 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, provide accurate change, and balance the cash drawer daily in accordance with company policies.
• Assist customers in completing service applications, updates, and disconnect requests for Valley Telephone Cooperative, Inc. and its subsidiaries.
• Establish new accounts and accurately update customer information in the billing system.
• Research and resolve billing inquiries, payment discrepancies, and service-related issues in a timely manner.
• Issue service orders for connections, disconnects, or changes in service and follow through to ensure completion.
• Clearly explain services, pricing, promotions, and company policies to customers.
• Coordinate with Engineering, OSP, Technical Support, and Billing departments to ensure customer requests are handled promptly.
• Direct customers to Level 3 Customer Service Representatives for advanced support or account management when appropriate, exercising sound judgment when escalating issues.
• Mail or email membership applications to new customers requesting service.
• Record all visitor names in the visitor log and ensure visitor badges are issued and collected upon departure.
• Attend all assigned staff meetings, training sessions, and assist with company marketing events as assigned.
• Availability to work weekends, evenings, and after‑hours as business needs require to ensure timely and high‑quality customer support.
• Prepare and submit summaries of knowledge or skills gained from external training sessions.
• Maintain compliance with all applicable OSHA regulations and departmental safety standards.
• Perform other related duties as assigned.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent required.
• Minimum of one (1) year of customer service or office experience preferred.
• Experience in telecommunications, utilities, or a related industry is a plus.
• Must have a valid Driver's License and insurable record.
• Must pass pre-employment screen, physical and background checks.

OTHER SKILLS AND ABILITIES

• Computer literate and proficient in Microsoft Office products, including Excel, Word, and PowerPoint.
• Ability to work under frequent interruptions.
• Ability to understand and work with basic computer-generated reports.
• Ability to work independently and collaboratively with others.
• Responsible, tactful, professional, and customer focused.
• Pleasant demeanor, well-groomed appearance, and strong interpersonal presence.
• Ability to pay close attention to detail.
• Ability to develop and maintain a strong understanding of company products, services, and operational procedures.
• Ability to travel with short notice to assist other offices, attend training sessions, or support company events.