Customer Service Representative

At BTA Management Inc., growth is our middle name! We've significantly expanded our operations here in the vibrant Denver area and are eagerly seeking a passionate Customer Service Representative to join our elite team. This pivotal position is designed for individuals who possess a genuine drive to assist others and excel in direct, personalized interactions. Our Customer Service Representatives are the invaluable bridge between our client, Lumen, and their cherished customers, tirelessly working to ensure every experience is seamless and satisfying. Essential Functions of the Customer Service Representative: Initiate proactive, empathetic one-on-one interactions with Lumen customers in Denver community settings, acting as a direct liaison. Master Lumen's residential offerings, such as internet, TV, and voice, to accurately answer inquiries and provide comprehensive product education. Skillfully diagnose and troubleshoot common customer concerns, providing resolutions or escalating issues. Cultivate lasting positive relationships by actively listening, addressing pain points, and exceeding service expectations. Guide customers through account updates, service modifications, and new feature activations for Lumen services. Educate customers on Lumen's self-service portals and digital tools for convenient account management. Meticulously document every customer interaction and resolution within the CRM system for precise data capture. Participate in dynamic daily briefings and training, sharpening customer service acumen, Lumen expertise, and conflict resolution. Collaborate seamlessly with sales, technical support, and administrative teams for holistic customer care and swift problem resolution. Contribute directly to customer satisfaction and retention goals, enhancing Lumen's brand loyalty in Denver. Identify opportunities to highlight additional Lumen services or upgrades, making soft referrals when appropriate. Uphold unwavering professionalism and ethical conduct in every interaction, embodying the values of BTA Management Inc. and Lumen. Education & Experience Needed for the Customer Service Representative: High school diploma or equivalent required; college coursework or Associate's/Bachelor's degree in Communications, Business Administration, or related field highly advantageous. 1-2 years hands-on experience in direct public interaction roles (customer support, retail, hospitality, field sales), demonstrating effective engagement. Natural aptitude for independent problem-solving and collaborative teamwork. Exceptional verbal agility and keen active listening, enabling swift grasp of needs, clear articulation, and genuine rapport. Driven by an innate desire to help, embodying a proactive mindset and unwavering perseverance in challenging customer situations. Exhibit an imaginative and empathetic approach, continuously exploring novel ways to understand, connect with, and assist customers effectively. Preferred Skills of the Customer Service Representative: You absolutely light up when meeting new faces, thriving on direct, personal conversations. You're all about being upfront and trustworthy, effortlessly building strong bonds with everyone you interact with. You totally dig a fast-paced vibe and easily switch gears, adapting to new customer needs and situations in a flash. You've got that natural charm and confidence, making it super easy to chat with anyone and explain things clearly. You're a total learning machine, always keen to soak up new ways to help, fresh product info, and better ways to connect. You're a wizard at organizing your day, keeping everything on track so you can maximize every moment helping customers. You always keep things bright and sunny, even when a customer's day might not be, staying positive through any bumps. You fully own your part in making customers happy, and you're thrilled to contribute to the team's wins. You're cool as a cucumber under pressure, always staying professional and composed, no matter what pops up.  

Created: 2025-06-05