The Customer Care Representative is the first point of contact for new and existing customers, providing friendly, knowledgeable, and professional service. This role supports customers through inbound and outbound interactions, including phone, email, retail, and door-to-door outreach in the communities we serve. Representatives answer inquiries, resolve issues, promote products and services, and ensure every interaction delivers a positive experience.
Reports to: Manager of Customer Experience
Responsibilities:
- Respond to customer inquiries: in person (retail), email, phone.
- Conduct outbound activities to support sales, service updates, and customer outreach.
- Deliver high levels of customer service to both new and existing clients.
- Promote and sell products, services, and promotions; upsell to existing customers.
- Participate in community-based, door-to-door interactions when required.
- Resolve billing and service issues on first contact when possible; escalate or follow up as needed.
- Collaborate with other departments to resolve customer concerns.
- Initiate service orders, coordinate with relevant departments, and ensure completion.
- Accurately calculate and process service charges, billing credits, and adjustments.
- Maintain accurate data and records using company tools and systems.
- Communicate new product information to customers to ensure they receive the best solutions for their needs.
- Maintain and update product information and manuals.
- Provide feedback as requested during process or procedure updates.
- Provide guidance and training to other team members as required.
- Perform other duties as assigned to support business needs.
Minimum Academic/Educational Requirements:
Highschool Diploma
Experience in Customer Service
Required Qualifications/Skills and Experience:
- Exceptional customer relationship and communication skills
- Strong conflict resolution and problem-solving abilities
- Comfortable learning and using new technology; strong keyboarding and internet navigation skills
- Detail-oriented, goal-drive, and highly organized
- Ability to work independently and collaboratively
- Demonstrated ability to multitask effectively in a fast-paced environment
Working Conditions
- Office and retail environments with flexibility across Bruce Telecom serving territory
- Frequent inbound and outbound calling
- Occasional door-to-door community outreach
- Significant computer use
- Collaboration with internal departments
- Hours and shifts will fluctuate based on business needs
Physical Demands
- Extended periods of computer and telephone use
- Sitting at a workstation; standing in a retail setting as required
- Walking for community-based, door-to door interactions
- Lifting up to 15lbs
Mental Demands
- Ability to manage shifting workloads and priorities
- Increased customer demands during peak hours
Hours of Work
40 hours per week; location, days and hours of operation may vary based on business needs
Classification/Wage Rate
Clerical Contract, Schedule A, Classification 2
If interested, you can submit your cover letter and resume to bryanguest@corp.brucetelecom.com