Residential Services Representative

General Summary:

Responsible for assisting members and customers with account issues, products, and services. Exhibit exemplary customer service skills and maintain confidentiality. Keep up to date on the most current sales and marketing campaigns and techniques for the services and products of Adams.

Essential Job Functions:

• Responsible for answering incoming calls and assisting member and customer with needs, which can be but not limited to resolving member and customer account issues, up selling products and services, notifying members and customers of promotions, etc.
• Effectively works to build a consultative relationship with the member or customer to create understanding and resolve all issues.
• Retains members and customers through effectively listening.
• Sets clear expectations with members and customers by providing accurate information and transparent communication.
• Finds solutions to members’ and customers’ needs. Resolves member and customer complaints/concerns through active listening, empathy, professionalism, and problem solving.
• Uses multiple tools and systems with ease to apply information to any member/customer interaction.
• Exceeds member/customer satisfaction and maximizes sales opportunities using up-to-date knowledge of competitive environment, products, and services.
• Demonstrate expertise and excitement for all Adams’ products and processes.
• Acts as a competitive expert to compare the benefits of Adams over the alternative competitors.
• Multitasks between multiple tools and systems, applies information and knowledge to member and customer situations.
• Follows guidelines for Customer Proprietary Network Information (CPNI).
• Educates and promotes self-service options (i.e., SmartHub).
• Just be able to manage and de-escalate interactions with angry or upset members or customers. Escalate challenging issues as appropriate.
• Retains members and customers through a discovery process to determine the current level of satisfaction and to identify reasons for request to cancel where applicable.
• Demonstrates ability to achieve established goals and performance metrics.
• Attends training as required.Works independently and seeks Supervisor support when necessary.
• Interacts with members and customers via telephone, e-mail, or other massaging platforms to assist with a variety of customer inquiries and issues.
• Maintains regular, consistent, and punctual attendance.
• Win as a team member, make big things happen by working together and being open to new ideas.
• Own the customer experience, think, and act in ways that put our members and customers first.
• Give a seamless experience at every touchpoint and make members and customers promoters of our products and services.
• Know your content, be enthusiastic learners, and users of our products and services.
• Drive results and growth.
• Maintain integrity with each other, our members, customers, cooperative, and our communities.
• Responsible for accurately preparing and updating assigned reports and other projects.
• Exhibit exemplary customer service skills by committing to providing personable, timely, and excellent service with resolution.
• Professionally and by Adams’ standards, communicate with coworkers by means of calls, emails, chats, and/or other forms of communication.
• Perform accurate data entry into multiple platforms.
• Demonstrate excellent time management, prioritization, and organization skills.
• Maintain professional workplace etiquette.
• During a normal work shift an employee consistently operates a computer, mouse, and other office equipment.
• Job requires employee to sit for extended periods of time.
• Performs other duties and responsibilities as assigned.

Salary Range: $45,760 - $55,000

Position is remote, however must reside within the following states of Illinois or Missouri.

Adams Telephone Co-Operative offers an excellent benefits package including medical, vision, short-term disability, long-term disability, 401k with employer matching, paid leave days, sick leave days, and holidays.