Customer Service Representative
Cascade Communications Company

This position will be tasked with several operational duties that include but are not limited to, customer-facing and internal support functions. This role will be the primary point of contact for our customers to fulfill all service needs. This role will perform assigned duties and provide quality customer service to external and internal customers to enhance company objectives, initiatives, and customer satisfaction. I.e. the Customer Experience.

Duties and Responsibilities
  • Provide excellent customer service by responding promptly, courteously, and professionally to all customer inquiries/correspondence by phone, in person, email or mail.
  • Serve as primary point of contact for new customers-utilizing excellent customer service to increase the sale and usage of Company products and services. Respond positively to public inquiries regarding the selection and availability of products and services.
  • Assist existing customers with billing inquiries, new service requests, trouble tickets, and disconnects.
  • Front-line initial troubleshooting.
  • Relay all trouble ticket information to the appropriate area in a timely fashion.
  • Billing duties – Compile and maintain subscriber billing records, calculate and post adjustments, charges, and credits, and prepare reports and other miscellaneous billing information.
  • Administrative duties – Prepare miscellaneous forms, word processing, preparation of spreadsheets to track various business activities, etc.
  • Share responsibility for maintaining the office and break-room areas and running errands to the bank, post office, and grocery store.
  • Receive and Prepare miscellaneous items for shipping – Miscellaneous product returns, mailings, etc.
  • Process all directory and E911 record additions, changes, and updates.
  • Involved in marketing initiatives to include social media, content creation, and new customer communications.
  • Maintain strict confidentiality with regard to information regulatory agencies or the company deems to be confidential.
  • Performs other related duties as assigned by management.

Knowledge and Experience
  • Associate degree and/or equivalent work experience.
  • Two years of related (customer service, administrative) job experience.
  • Must possess a valid driver’s license
  • Computer literacy, including a working knowledge of Microsoft Word and Excel. 
  • Strong written and verbal communication skills.
Other Requirements
Close attention to detail and work accurately with figures. Must maintain complete confidentiality of subscriber information.

The above is intended to describe the general content and requirements of this position.  It should not be viewed as all-encompassing or an exhaustive list of duties and responsibilities.  Other duties may be assigned as required by business necessity.

Contact: 
Chris Summerall- General Manager
[email protected]
563-852-3710