CUSTOMER SERVICE REPRESENTATIVE

GENERAL PURPOSE: Answer inbound calls, email, and online chats to assist with general Customer Service inquiries, sales, billing, and Tier I troubleshooting for customer support issues. The Customer Support Representative will also be responsible for following up with customer issues for resolution.

SALARY: $12.50-$15.00 DOE plus Sales Commission

ESSENTIAL TASK FUNCTIONS:

Answer incoming phones calls, email/chats, and respond to customer requests in a timely manner
Qualify and place orders for customers
Place outbound calls to generate sales
Provide customers with product and service information
Take payments over the phone and assist with online bill payments
Place outbound calls for accounts that are past due
Escalate calls to appropriate staff
Assist the Network Operations Center staff in identifying issues and trends
Perform other duties as directed.

MINIMUM QUALIFICATIONS:

Minimum of 1 year experience in a call center environment assisting with sales and service-oriented contacts.
Computer literate with the ability to learn customer service software applications is required. Duties require professional verbal and written communication skills and the ability to type 30 wpm.

EDUCATION AND EXPERIENCE:

High School diploma or equivalent.

WORK ENVIRONMENT:

This is a typical work environment office operation. Tasks require a variety of physical activities such as walking, standing, stooping, sitting, reaching, not generally involving muscular strain. Job functions normally require talking, hearing and seeing. Common eye, hand, finger dexterity required for most essential functions. Mental application utilizes memory for details, verbal instructions, emotional stability, discriminating thinking and creative problem solving.

GENERAL CONDITIONS:

The candidate also must be able to present him or herself in a manner that demonstrates respect, courtesy, professionalism, and kindness towards customer, partners and coworkers. They must have the ability to work independently and without direct supervision. The candidate must be able to express themselves effectively and in an organized and professional manner through written or verbal communications. The candidate must be able to develop and maintain effective working relationship with co-workers.

PHYSICAL/ENVIRONMENT FACTORS:

This work will require frequent exposure to computers, electronics and electrical devices, and high-stress situations or environments such as meeting strict deadlines and dealing with the public in confrontation or highly emotional situations. Position may require shift work and may require working unusually long and possible rotation hours that will likely include weekends and holidays. Also includes lifting computer equipment up to 50 pounds, reaching, bending, stooping, crawling, assuming uncomfortable positions, and sitting at a computer for extended periods of time.

SUPPLEMENTAL INFORMATION:

SCREENING: Based on meeting the minimum requirement and job-related experience, skills, knowledge, and education. Selection for this position may be based largely upon an oral interview. Preference will be given to applications with Fiber to the Premise experience. Criminal background checks are conducted on all positions. Non-disclosure may result in dismissal.

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