SUMMARY:

As a Customer Service and Sales Representative at Rochester Telephone Company, you will be the primary point of contact for customers, providing assistance, resolving inquiries, and promoting telecom products and services. Your role will involve delivering excellent customer service, achieving sales targets, and building strong relationships with customers. This position requires strong communication skills, sales acumen, and a customer-centric approach.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Customer Service:

• Handle incoming customer inquiries via phone, email, or in-person.
• Provide prompt and professional responses to customer questions, concerns, and complaints.
• Assist customers with product/service selection, upgrades, and troubleshooting.
• Maintain a high level of knowledge about telecom products, features, and promotions.
• Ensure customer satisfaction by resolving issues in a timely and efficient manner.
• Collect payments via phone call, live message, email or in-person interaction.

2. Sales and Upselling:

• Identify customer needs and recommend appropriate telecom products and services.
• Effectively promoting and upselling offerings.
• Explain product features, pricing, and terms to customers.
• Process sales orders accurately and efficiently.
• Provide customers with accurate information regarding billing, payment, and contract details.

3.Order Processing and Documentation:

• Enter customer orders into the system accurately and efficiently.
• Verify customer information, upload contracts, and other relevant documentation.
• Collaborate with internal departments to ensure timely order fulfillment and delivery.
• Maintain accurate records of customer interactions and sales transactions.

4.Technical Support:

• Troubleshoot and assist customers with basic technical issues.
• Escalate complex technical problems to appropriate support teams.
• Provide guidance on setting up and using telecom services and equipment.
• Follow up with customers to ensure technical issues are resolved satisfactorily.

5. Relationship Building:

• Build and maintain positive relationships with customers.
• Act as a trusted advisor, understanding customers’ needs and offering appropriate solutions.
• Proactively engage with customers to identify potential upselling and cross-selling opportunities.
• Stay updated on industry trends and competitors’ offerings to better serve customers.

6. Documentation and Reporting:

• Maintain accurate and organized customer records and documentation.
• Prepare sales reports, customer feedback, and other relevant reports as required.
• Provide insights and feedback to improve customer service and sales processes.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

COMPETENCIES:

To perform this job successfully, an individual should demonstrate the following competencies:

Company-related Competencies

Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.

Professionalism –  Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status of position; Accepts responsibility for own actions; Follows through on commitments.

Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments

Communications – Places a high level of effort on inter and intra departmental communications.  Communicates with co-workers, management, customers, businesses and others in a professional and respectful manner.

Job-Related Competencies

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Quality – Demonstrates accuracy and thoroughness; Looks for way to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Attendance/Punctuality – Is consistently at work on time; Ensures work responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organizations.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram format.  Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

A valid IN driver’s license is required in this position.

OTHER QUALIFICATIONS:

This position requires 0% to 20% domestic travel.

OTHER SKILLS AND ABILITIES:

Incumbent must be proficient in word processing and spreadsheet programs.

PHYSICAL DEMANDS:

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand, walk and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust to focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and the risk of electrical shock, and outdoor weather conditions.  The noise level in the work environment is usually moderate.

All hard copy applications and resumes can be emailed to hrdept@rtc1.com, mailed or dropped off at 117 W 8th Street Rochester, IN 46975.

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Rochester Telephone Company is an equal opportunity employer. Rochester Telephone Company does not discriminate in employment on account of race, color, religion, sex (pregnancy, gender identity, and sexual orientation), national origin, age (40 and over), disability, genetic information as referenced in the Genetic Information Nondiscrimination Act (GINA), military service veteran status or any other protected class as defined by federal, state, and local laws. Rochester Telephone Company will comply with its obligation to provide reasonable accommodation to qualified individuals with disabilities.