JOB TITLE: Customer Service Representative - IN OFFICE/NOT REMOTE
GENERAL JOB OVERVIEW
It is the responsibility of each CSR to care for our customers in any and every aspect as needed. Each CSR is responsible for waiting on walk in customers as well as inbound calls. Attracting potential customers by answering product and service information. Opens and maintains customers’ accounts. Resolves product or service problems by clarifying the customers complaint, determining the cause of the problem and selecting the best solution to resolve the problems. The main focal point of customer service is to help all customers to the best of their abilities at the same time providing excellent customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Assisting customers with possible new sales (mainly just mdu sales)
- Swapping out of equipment, issuing new equipment
- Setting up disconnections, setting up moves of services from one location to another
- Troubleshooting issues with cable service, on occasion when tech support is busy also troubleshooting internet issues
- Fielding calls and mitigating calls to other departments and employees as needed
- Ticketing all calls and recording of transactions that come in
- In putting credit requests into ivue
- Setting up s/o’s to make necessary changes in ivue to accounts, packages and services
- Setting up service calls for customers that have service issues
- Helping customers resolve billing issues/errors, assisting customers in interpreting their bills, and making payments for customers as they call in or come into the office
COMPENTANCIES
● IVUE - billing system
● Word, Excel
● Conflict resolution
● Written and Verbal English
REQUIRED EXPERIENCE AND EDUCATION
● High School Education or Equivalent
● Customer Service Experience Preferred
WORK ENVIRONMENT
● Office Setting
PHYSICAL DEMANDS
● Sitting for prolonged periods of time
● Lift up to 10 pounds
OTHER DUTIES
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.'
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Work Location:
Work Remotely
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
- Call center
- In-person
- Office
Education:
- High school or equivalent (Required)
Experience:
- Customer Service: 1 year (Required)
- Call center: 1 year (Preferred)
Language:
License/Certification:
- Driver's License (Preferred)
Ability to Commute:
- Fort Mitchell, KY 41017 (Required)
Ability to Relocate:
- Fort Mitchell, KY 41017: Relocate before starting work (Required)
Work Location: In person