Customer Service Representative

Position Purpose/Summary

The Customer Service Representative is committed to providing the highest quality of service to the communities, customers, and employees we serve by fulfilling our customers’ needs by offering the latest in technological advances allowing them to keep pace with the growing demands of a global economy

Primary Duties & Responsibilities

1. Maximize customer revenue opportunities through explanation of products and services available to meet customer needs.
2. Sell products and services. Ensure individual, team and company goals and objectives are met
3. Provide information to customers relating to the application for, installation of, and policies and procedures relating to local and long-distance telephone, cable television and internet services.
4. Administrative duties relating to local and long-distance telephone, cable television, and internet services.
5. Verify customer-provided information prior to the processing of service orders. Enter service orders into the database, process service orders for installation, disconnection, and feature changes by computer.
6. Assist customers by answering billing questions, determining deposits, and approving credit memos by adhering to American Broadband policies and procedures and Tariff requirements; log credit deposit information, and determine payment options for customers that have overdue accounts.
7. Facilitate trouble reports for customers and forward information to the appropriate department or individual
8. Maintain customer plant records.
9. Assist technicians in clearing troubles.
10. Assist with bad debt collection, as needed.
11. Provide pertinent information to technicians and main office personnel, as required.
12. Assist with or coordinate special projects, as assigned.
13. Performing all other duties and responsibilities as assigned.

Knowledge, Abilities, & Skills for Success

1. Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
2. Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
3. Ability to work as a team member and exert initiative to work independently to reach a goal.
4. Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
5. Ability to function effectively as a team player.
6. Knowledge of and the ability to comply with Company’s Customer Proprietary Network Information (CPNI) regulations and procedures.
7. Ability to work a flexible work schedule, as needed, to best serve our customers.

Qualifications

At a minimum, the Customer Service Representative must have a high school diploma or equivalent plus 1+ years customer service/sales experience. Basic telephony and cable television experience, inside and out, preferred.

Physical Demands

Select one the following for the each of the items listed below:

• N (Not Applicable) – Activity is not applicable to this occupation.

• O (Occasionally) – Occupation requires this activity up to 33% of the time or 0 – 2.5+ hours/day.

• F (Frequently) – Occupation requires this activity from 33%–66% of the time or 2.5–5.5+ hours/day.

• C (Constantly) – Occupation requires this activity more than 66% of the time or 5.5+ hours/day.

Standing

Walking

N? O? F? C?

Sitting

N? O? F? C?

Reach Outward

N? O? F? C?

Reach Above Shoulder

N? O? F? C?

Climbing

Crawling

N? O? F? C?

Squatting/Kneeling

N? O? F? C?

Bending

N? O? F? C?

Keyboarding

Driving

N? O? F? C?

Hearing

N? O? F? C?

Communicating

N? O? F? C?

Perceiving

N? O? F? C?

Outdoor Climate

Various Terrain

Cramped Workspace

Lift/Carry:

Up to 10 lbs N? O? F? C?

Up to 20 lbs N? O? F? C?

Up to 50 lbs N? O? F? C?

Up to 75 lbs N? O? F? C?

Up to 100 lbs N? O? F? C?

100+ lbs N? O? F? C?

Push/Pull:

Up to 10 lbs N? O? F? C?

Up to 20 lbs N? O? F? C?

Up to 50 lbs N? O? F? C?

Up to 75 lbs N? O? F? C?

Up to 100 lbs N? O? F? C?

100+ lbs N? O? F? C?

Disclosure

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

American Broadband, and all subsidiaries, are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.