Customer Service Representative

RUI Careers

Customer Experience Representative

Melville, NY

Flex Schedules Including: 3 and 4 day Full-Time work schedules available

Business Unit:

RUI drives innovation to create the world's best call center and customer experiences. As we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge services to life for customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in customer call, we want you to fast-forward your career at RUI.

Job Summary:

Facilitates interactions with customers in a way that is in accordance with the Company's service delivery strategy. Establishes rapport and promotes effective relationships, upholding RUI's commitment to a great customer experience. Responsible for accurately and confidently handling customer inquiries. Promotes products and services and make recommendations that meet customer needs. Relates well to the customer, demonstrates favorable image of the Organization through effective use of soft skills (including active listening and problem solving skills), professional communications and internal/external customer interactions. Exercises sound judgment within the scope of their empowerment, and acts in the best interest of both the customer and company.

Core Responsibilities:

- Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution. Must be able to accurately calculate and communicate taxes, fees, one- time charges, and/or recurring monthly fees. Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements. Corrects discrepancies on customers' billing statements, and researches customer billing situations as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.

- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.

- Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).

- Prepares work orders, processes payment information, and attempts to collect delinquent account balances.

- Educates and promotes self -service options.

- Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.

- Demonstrates ability to achieve established goals and performance metrics.

- Regular, consistent and punctual attendance. Must be able to work Nights, Weekends and Overtime offered.

- Attends training as required.

- Works independently, and seeks Supervisor support when necessary.

- Interacts with customers via telephone to assist with a variety of customer inquiries and issues.

- Other duties and responsibilities as assigned.

Job Specification:

High School or Equivalent - Generally requires 0-2 years related experience

RUI is an EOE/Veterans/Disabled/LGBT employer