Call Center Representative

For 67 years and counting, NCTC has been serving your community with the best technology in rural America, and today NCTC has some of the most advanced technology in the world! NCTC is—and always will be—your local provider of communications services. Our commitment to provide you with Internet, Cloud, Television, Security, and Voice services is not only unwavering, but it is deeper than ever before. NCTC values quality customer service and is proud to be a local company who supports the community it serves. The state of the art network and its partnerships with local schools, government, and businesses earned NCTC a national designation by NTCA—the Rural Broadband Association—as a “Smart Rural Community.” And as a Gig Certified Provider, NCTC customers enjoy the fastest Internet available anywhere! NCTC wants to be more than simply a provider of technology. We’ll treat you like a neighbor, because we are. Our local customer service representatives know your area because they work right down the street from you. In fact, they may even live right next door. So whenever you need help, count on us to be there for you. We are member focused, and technology driven. Job Summary We are looking for a friendly and hard-working customer service associate to join our growing team. The individual in this role is be responsible for answering all incoming calls and emails, fielding customer questions and complaints, and transferring potential leads to our sales team. Candidates should have an outgoing and positive demeanor, a motivated, energetic work ethic, and have a track record of working well with others in a team environment. Responsibilities: Field incoming calls in a timely manner throughout shift Identify customer questions, complaints, concerns, and overall needs Provide sufficient answers and solutions to all customer queries Handle customer complaints respectfully and professionally Redirect customers to appropriate departments and teams when appropriate Generate leads for sales team by screening callers and identifying potential sales opportunities Ensure all voicemails are answered immediately Maintain professional relationships with customers through ongoing excellent customer service Follow up with callers on complaint/question status, ensure resolution Collaborate with call center team members, sales team members, and other company departments to ensure overall customer and product satisfaction Meet or exceed call quotas and sales assist quotas, both personally and as a team unit Follow all communication procedures, policies, and guidelines during every customer interaction Perform duties and responsibilities with our customers’ satisfaction as your number one priority Requirements and Qualifications High school diploma or equivalent (GED) required Customer service experience prefered Familiarity with CRM systems a plus Excellent interpersonal communication skills Strong phone skills i.e. diction, active listening Ability to communicate and interact with a variety of people, both externally with customers and internally with company team members and other departments Time management skills Ability to multitask Outgoing, friendly, compassionate personality All your information will be kept confidential according to EEO guidelines.