MCG Customer Service Representative

Customer Service Representative

Mahaska Communications Group (MCG) is looking for a customer service representative to join our dynamic and fast-paced team in Grinnell. The role of the MCG customer service representative is to build strong long-lasting relationships with our customers based on integrity, mutual respect, and providing beneficial solutions to their telecommunication needs. In addition, this position will collaborate with the team to maintain and process all customer related services, billing, and data in an expeditious manner, assuring the customer's expectations are exceeded.

Principal duties and responsibilities:

• Provide courteous, helpful customer care on a daily basis.
• Interact with customers via phone, email, and direct verbal communication.
• Process and facilitate sign-ups, service changes, disconnects, activity scheduling, returned equipment processing, management of related inventory levels and other customer service related tasks.
• Data entry into various databases generating support documentation such as service orders, provisioning of services, phone porting, E911 record updates, and reports as directed.
• Preparation of accounts for billing process, administrate billing software, conduct credit checks, process NSF notifications and customer payment arrangements.
• Coordinate front counter coverage with other CSRs to ensure optimum staffing throughout the business day or as directed based on current business requirements.
• Communicate with other department team members regarding customer concerns and requests.
• Facilitate redirection of customer inquiries to the proper MCG department when required.
• Other duties as assigned.

Education & experience requirements:

• H.S. diploma or GED
• Intermediate skills sets using word processor, spreadsheet and email software is required. Use of B/OSS software is preferred.
• Ability to operate basic office equipment required.
• Use of multi-phone VoIP/PBX system preferred.
• Previous work experiences within telecommunication industry preferred.
• Previous customer service experience required, preferably in a face-to-face environment.

Job specifications:

• Must be customer focused and task orientated and work in a proactive, positive manner.
• Strong communication skills, both written and oral.
• Need to have good active listening skills set.
• Possess good organizational and problem-solving skills.
• Able to be flexible as situations require.
• Should be continuous process improvement minded.
• Must be able to take initiative in carrying out and completing daily tasks.
• Able to follow directions from manager and others as needed.
• Must have excellent interpersonal skills and enjoy working in a team environment.
• Must attain product knowledge and acquire understanding of our services in order to facilitate solutions to customer needs.