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Customer Relations Associate I 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Accepts, solicits, and processes new sales of all lines of business, including but not limited to, telephone, cable television, broadband, wireless, and all ancillary products and services associated with the business lines with a high degree of accuracy. Interacts with customers in a courteous and professional manner. Interacts with customers via face-to-face, answers phones and or emails/online chat to respond to customer’s requests, placement of orders, selling services, customer inquiries, and customer complaints. May assist with outbound calling campaigns. Projects a professional company image. Provides customers with product and service information including up-selling products and services. Identifies, researches, and resolves customer related issues. Provides customers with proper solutions to their issues and or questions in specified time frame by using available resources with timely response. Follows-up on customer inquiries in a timely manner. Researches billing issues and payment information. Recognizes, documents, and alerts management of trends in customer calls. Provides customers with accurate and complete information at all times. Processes customer payments for broad spectrum of products and services. Discusses, investigate and resolve inquiries, and complaints, including, but not limited to justifying billing, granting or refusing adjustments, handling annoyance call complaints, etc. Makes judgment on customer requests including but not limited to extensions of time and amounts to pay on bills. Monitors status levels and priority orders to ensure orders remain current. Must have a strong ability to pay close attention to customer inquiries and accurately notate customer’s accounts timely. Sells our services and features to meet defined sales objectives/goals. Assists in other areas of the Customer Operations Department as needed. Performs other duties as assigned in order to meet the overall objectives of the department.

Position Requirements

Experience: Minimum of two years related experience and/or training.

Job Knowledge: High school diploma or general education degree (GED). Must have the ability to carry out several tasks at the same time and work with frequent interruption. Must be able to make independent and timely decisions following guidelines. Handles large volumes of detailed work requiring accurate documentation. Must be cordial and sympathetic to the problems of the customers and must be able to resolve customer’s questions and or problems in a lucid manner. Must have good negotiation and persuasive skills. Routine duties are performed with minimal supervision; must be confident, motivated, have a good work ethic, and must be a team player who can work independently or with groups of people with minimal supervision. Standard practices or procedures allow employee to proceed alone at routine work; frequent to occasional check of work while in progress; work is reviewed upon completion. Must be self sufficient and dependable. Must have excellent verbal and written skills, including grammar and voice quality. Must be able to ameliorate customer service skills. Must be a excellent listener. Must have good reasoning skills to assist customers who have difficult problems and or questions. Must have good reasoning skills in handling difficult customer situations. Sustains focused attention on the demonstrated instructions, process, or procedures. Selects and attends to important details about the demonstrated process or procedure. Must have excellent typing skills and be proficient with basic mathematical functions. Must have Basic personal computer skills such as electronic mail, word processing, spreadsheet, graphics, etc. including MS Products such as Word, Outlook, and Reflections. Must have the ability to quickly learn to work with SOS, Ceridian, POS, Scheduling, RTS Repair Ticking System, Apply, Imaging Extender, and CASH.

Physical Demands: Must be able to stand, walk, sit, use hands and fingers, reach with arms and hands, talk, hear, and lift up to 25 pounds. Vision Requirements: Close vision (clear vision at 20 inches or less) A no other special vision requirements. Working Conditions: Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation with moderate noise (examples: business office with computers and printers, light traffic). May work near moving mechanical parts. Light physical activity performing non-strenuous daily activities of an administrative nature.

Special Demands: Must have a valid state driver’s license. Must comply with all safety policies, practices and procedures. Reports all unsafe activities to management and/or Human Resources. Participates in proactive team efforts to achieve departmental, interdepartmental and corporate goals. Identifies team goals and ways to work with other team members to accomplish team goals. Must be a self-starter and motivator. Prioritizes and handles multiple tasks simultaneously. Work schedule requirements may consist of flexible hours, call-out, call-in, shift work, and some Holidays. May be assigned to various departmental locations as need arises. Handles and maintains confidential and/or sensitive information. Must have the ability to work well under pressure and remain calm and professional through stressful or ambiguous situations in order to objectively interpret information. Must have the ability to work with diverse group of people. Maintains regular and punctual attendance.

Full-Time/Part-Time Full-Time  
Department Customer Service (Contact Center)-201811  
Applications Accepted Until filled  
Shift Call Center hours: Monday-Friday 8AM-9PM Saturday 9AM-9PM  
Location Main Office-Conway, SC  
About the Organization HTC, Inc. is the nation's largest telecommunications cooperative and the 18th largest telephone company. Founded in 1952, HTC celebrates over 60 years of service to the community as a local communications leader. HTC offers local telephone service, long distance, Digital Wireless, Digital Cable, High-Speed Internet Access, and advanced business services such as Remote Recovery Services, Local Area Network (LAN) and Wide Area Network (WAN) design, firewall and Virtual Private Network (VPN) security. HTC also provides Home Security and Fiber to the Home technology called HTC Bluewave, a state-of-the-art fiber optic network that delivers unparalleled bandwidth for extremely high-speed Internet access and data transmittal, 100 percent digital cable TV video, and traditional voice service through a single delivery point to a customer's home. For additional information about HTC, call (843) 365-2154. | Twitter: @HorryTelephone | Facebook:

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