NCTC seeks a Customer Service Representative/Cashier. Primary responsibilities include, but are not limited to: Interact with customers in person or on the phone, in a positive and friendly manner, pro-actively handling customer inquiries in a satisfactory manner. NCTC seeks a high school graduate, or equivalent, plus two years of customer service, telecommunications sales or clerical experience. Post high school education and/or previous outside sales experience is a plus. Qualified applicants will possess a friendly outgoing personality with a bias for delivering exceptional customer service and continuously fostering good public relations; proficiency with MS Office suite; with exceptional verbal, listening and written communication skills.

To be considered for this outstanding opportunity, and to view a more detailed description of the position, please apply online using the form below.

Application deadline: March 15, 2024

NCTC, 872 Highway 52 Bypass East, P.O. Box 70, Lafayette, TN 37083-0070

This institution is an Equal Opportunity Provider and Employer – M / F / D / V

Job Description

Job Title: CSR/Cashier

Date Prepared/Updated: 02/2024

Job Code: C2

Supervisor Title: Customer Service Manager

Department: Customer Service

FLSA Status: Non-exempt

Salary Range: See Union Contract

EEOC Class: Office and Clerical

General Summary

The primary responsibility of the Customer Service Representative is to interact directly with customers over the telephone or in person greeting customers in a positive and friendly manner and pro-actively handle all customer inquiries to a satisfactory conclusion. Sells and promotes services of the Cooperative while dealing with potential and current customers. Serves as primary point of contact for assigned customers. Completes paperwork for service applications and disconnects. Investigates credit references of new customers. Maintains confidentiality of subscriber credit reports and all Customer Proprietary Network Information (CPNI). Investigates complaints and problems in a prompt and efficient manner. Maintains knowledge of the features and major functions of the services and products the Cooperative markets. Supports the Cooperative’s customer service functions including cashier and receptionist responsibilities. Assists customers with billing inquiries, new service requests, disconnects, and any other special needs. A friendly outgoing personality with an aptitude for good customer and public relations is a must.

Essential Duties

• Uses suggestive selling techniques, obtains credit reports and prepares customer contracts. • Participates in sales promotions and promotes all NCTC’s services. Maintains proficient knowledge of the products and services offered by NCTC. 
• Serve as the key point of contact for assigned customers. Informs and educates potential customers of available products and services. 
• Manage customer’s accounts on an on-going basis and achieve continued revenue growth and revenue retention.
• Provides high quality customer service competently and confidently answers customer questions regarding membership and services.
• Follow up with customers following installations and alterations to ensure customer satisfaction. 
• Maintains a high level of sales activity including needs assessments, proposal presentation, negotiation and post-sale services.
• Accurately investigates and resolves customer issues. 
• Accepts payments from customers and accurately posts payment information to customer accounts. Prepares cash for daily bank deposits. 
• Maintains accurate records of all cash records and associated reports. 
• Responsible for coordinating the balancing and closing of all cash batches. 
• Collects and processes daily payments from walk-in/drive-up/telephone customers. Prepares deposit, reconciles cash transactions and posts these payments daily. 
• Performs miscellaneous clerical duties such as opening mail, filing, data entry, document scanning and record maintenance. 
• Prepares and maintains customer correspondence.
• Greets customers and visitors in a friendly manner directing all traffic and answering incoming calls. 
• Responsible for ordering company supplies as necessary. 
• Processes all Purchase Orders when necessary.
• Prepares ads for commercial channel. 
• Maintains confidentiality in all areas of NCTC’s business and protects the confidentiality of customer’s information by following all CPNI rules and regulations.

Other Duties

Performs all other related duties as assigned by management. Takes on job responsibilities of other customer service representatives that are absent as appropriate. Some overtime may be required as circumstances dictate.

Education/Experience

High School diploma or equivalent plus two years of customer service, telephone sales or general clerical experience. Strong organizational skills and proficient in Microsoft Outlook, Word, Excel and PowerPoint. Post High School education and/or previous outside sales experience a plus.

Decision Making

Determine steps and actions necessary to resolve customer questions/problems by following department rules and procedures. Must have the ability to make sound decisions using information at hand. Ability to listen to customers to determine questions and concerns and provide the customer with an appropriate solution.

Communication

Must have excellent oral and written communication skills and the ability to communicate in a positive and friendly manner. Must have empathy and patience to deal with public relations problems courteously and tactfully. Ability to read, write, speak and understand English well; Spanish speaking skills a plus.

Knowledge Skills & Abilities

• Strong customer relations skills and commitment to providing outstanding customer service 
• Highly motivated and self starter 
• Strong interpersonal skills, with the ability to work with a variety of personality types and with all levels in the organization
• Strong sales and presentation skills 
• Knowledge of Cooperative products and services 
• Knowledge of Cooperative policies and procedures 
• Knowledge of general office procedures 
• Knowledge of marketing and sales practices and principles 
• Skill in oral and written communications
• Skills in prioritizing and completing multiple projects 
• Skill in identifying problems and resolutions 
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner 
• Ability to maintain confidentiality 
• Ability to follow written and oral instructions 
• Ability to work with frequent interruptions 
• Ability to pay close attention to detail 
• Ability to effectively function as a team player
• Skill in analytical thinking and problem solving
• Knowledge of accounting credit and debit practices 
• Proficient with MS Office suite
• Must be flexible and adaptable

Equipment Used

Skill in operating various office equipment including copier, fax, telephone system, and 10-key. Must be able to communicate through Microsoft Office and be proficient using email. Must have the ability to access, input, and retrieve computerized information in performing assigned operations.

Supervisory Responsibilities

N/A

Physical Requirements

Working Conditions

Good office working conditions with the absence of disagreeable conditions.

Notes

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Employees are held accountable for all duties of this job.

Other

Employee must project a good positive image when dealing with customers and the general public.

Employee must be capable of using tact and understanding in dealing with customers.

Employee must handle large amounts of cash accurately and responsibly.

Confidentiality and honesty are necessary in performing the job duties.

This institution is an equal opportunity provider and employer.

Employment Application

Self Identification Form