Golden West Position Openings >> Member Service and Sales Specialist
Member Service and Sales Specialist
Summary
Title:Member Service and Sales Specialist
ID:1152
Department:Member Services - Service Experience
Job Type:Non-exempt (hourly)
Location:Pine Ridge, SD
Company:Golden West Telecommunications
Description

The Member Service and Sales Specialist (MSSS) is a customer service and sales position that interacts directly with customers over the telephone, Internet, or in-person. This position assists customers with billing inquiries; new service requests and disconnects. The MSSS investigates complaints and potential problems; performs collection functions on delinquent accounts; and sells and promotes services of the Company while interacting with new and existing customers.


Essential Job Functions:

  • Provides customer service by assisting customers with billing inquiries, new service requests, service plan changes and disconnects, and service questions and concerns.
  • Ensures the protection of the privacy of information contained in member accounts.
  • Completes appropriate work orders for service plan changes and disconnects.
  • Handles disconnects and reconnects of services of customers with late payments.
  • Performs collection functions on delinquent accounts.
  • Promotes and sells services to new and existing customers.
  • Develops and sends correspondence to customers including membership letters, informational packets, cable cost review statements, etc.
  • Assists in receiving and processing customer payments.
  • Follow written procedures or oral instructions pertaining to assigned area.
  • Update and maintain reporting systems.
  • Scan, photocopy, collate, file and sort documents.
  • Helps identify and resolve billing or service complaints in a timely, accurate and courteous manner. 
  • Provides follow-up with an individual member until the question is answered or an issue is resolved.
  • Supports all staff and department heads for special projects and/or events.
  • Travels to and from other Golden West business offices, as needed, to perform customer service functions.


Other Responsibilities:

Performs all other related duties as assigned by Management.
 

Knowledge, Skills & Abilities:

  • Knowledge of Company products and services.
  • Knowledge of Company policies and procedures.
  • Knowledge of general office procedures.
  • Knowledge of basic cashiering and bookkeeping practices.
  • Excellent oral and written communication.
  • Ability to prioritize and complete multiple projects.
  • Skill in identifying problems and resolutions.
  • Ability to operate various office equipment such as personal computer, copier, scanner and multi-line telephone systems.
  • 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.
  • Must live in the Golden West exchange.


Education and/or Experience:

High School diploma or equivalent, plus one year of customer service and/or sales/marketing experience. Basic computer experience required.


Certifications, Licenses, Registrations:

Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy.


Other Qualifications and/or Credentials:

Must live in Golden West Exchange.
 

Physical Requirements:

 

PHYSICAL REQUIREMENTS

0-24%

25-49%

50-74%

75-100%

Seeing:

Must be able to read computer screen and various reports.

 

 

 

 

X

Hearing:

Must be able to hear well enough to communicate

with employees and business contacts.

 

 

 

 

X

Standing/Walking:

X

 

 

 

Climbing/Stooping/Kneeling:

X

 

 

 

Lifting/Pulling/Pushing:

X

 

 

 

Fingering/Grasping/Feeling:

Must be able to write, type,

and use phone system.

 

 

 

 

X

Sitting

 

 

 

X

 

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.


Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.


Disclaimer:

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.

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