Customer Service Technician I / II

Classification: Communication Customer Service Technician I / II
Department: Communications
Reports to: Communication Supervisor
Positions Supervised: None
Status: Full-time (80 hours), Classified
Pay Grade: Technician I - E-4 ($23.2501 - $31.4560)
Technician II - E-8 ($27.6878 - $37.4600) (Classification dependent on level of experience)
FLSA Status: Non-exempt
Normal Working Hours: Monday – Saturday 7:30 A.M. to 6:00 P.M. 40 hour work week. Floating schedule dependent on the business needs.

Job Summary: Under the direction of the Communications Supervisor installs, maintains, and troubleshoots Wadsworth CityLink Communications services including HFC and fiber optic networks. This Employee provides assistance and training to customers concerning use of CityLink services and associated equipment. This is a front line customer contact position requiring extensive interaction with customers. This position requires the employee to work within a customer’s premises, installing communications infrastructure and associated hardware. Cable TV, Internet, Phone, Thermostat, In Home Display and other service delivering equipment are connected and configured, with all work being completed safely and according to good engineering practice.

Essential Duties and Responsibilities:

• Installs, troubleshoots, and maintains overhead and underground customer service drops, coaxial, fiber and Ethernet fittings, connectors, ground blocks, splitters, directional couplers, traps, filters, anti-tampering devices, amplifiers, home terminals (set-tops), cable modems and other devices associated with two-way communication systems providing CATV, Internet, Thermostats, VoIP, security monitoring, etc.
• Accesses taps on poles, in pedestals and/or lock boxes to connect and disconnect services.
• Installs other data communications infrastructure not directly associated with the broadband system.
• Follows National Electrical Code wiring, grounding and bonding requirements.
• Calculates/measures signal levels, making appropriate adjustments and selecting appropriate components for each installation.
• Calculates and measures signal levels of cable plant, confirming network specifications, including coaxial, twisted pair and optical networks.
• Insures that job site, workers, and general public are safe at all times, esp. concerning energized conductors and apparatus.
• Locates electric, telephone, gas, etc. during installations to avoid damage to existing facilities.
• Conducts trench inspections.
• Configure customer’s computer for internet access.
• Responsible for troubleshooting of the customer service complaints.
• Works closely with customer service personnel to provide quality service and as a resource in getting the job done.
• Assists Electric Department personnel in emergency situations as needed under close supervision.
• Assists Plant / Headend Technicians in Proofing of systems, fiber management, splicing and testing, Headend equipment, troubleshooting and repair.
• Participates in training and sharing of job related duties and procedures regarding personnel, equipment and safety.

Knowledge and Understanding:

• Detailed job related electrical principles, RF Theory and practice.
• Professional techniques, tools, and materials used in residential and commercial network installation.
• RF spectrum, frequency allocations, analog and digital signal characteristics, signal integrity, and RF interference symptoms and causes.
• Able to use and understand complex RF signal, modulation and data analysis test equipment and tools.
• Considerable knowledge of the work hazards and safety precautions.
• First Aid practices.

Skills and Abilities to:

• Able to work closely and effectively with customer service personnel.
• Able to maintain excellent working relationships with customers, property owners, general public and co-workers.
• Able to maintain records of time spent, materials used and results accomplished in documenting work performed.
• Able to understand and carry out written instructions.
• Able to work alone.
• Able to handle and use ladders, climb poles and work from an aerial device up to 40 feet high.
• Able to communicate well with customers while working in pressure situations, always handling customer issues in a professional manner.
• Able to communicate, share job knowledge and experience in training others.
• Able to lift up to 75 lbs on a regular basis, heavier weights on occasion.

Minimum Qualifications for Employment: (Technician I)

Any combination of training and experience which would indicate possession of the knowledge, skills and abilities listed above. An example of these qualifications is:

• Education:

o High school diploma or GED
o Technical school, vocational training in electronics or job related field
o Completion, with a passing grade, of the NCTI Broadband Digital Installer Technician course, SCTE or other approved training course.

• Candidate is required to possess a valid State of Ohio driver’s license with a good driving record for insurability.

Minimum Qualifications for Employment: (Technician II)

Any combination of training and experience which would indicate possession of the knowledge, skills and abilities listed above. An example of these qualifications is:

• Education:

o High school diploma or GED
o Technical school, vocational training in electronics or job related field.

• Three years of work experience in the Communication Customer Service Technician I position or equivalent.
• Completion, with a passing grade, of the NCTI Broadband Digital Installer Technician course, SCTE or other approved training course.
• Candidate is required to possess a valid State of Ohio driver’s license with a good driving record for insurability.

Special Information:

Employment is contingent upon the successful completion of a criminal background check, employment reference checks, a physical examination and a pre-employment drug screen. The final applicant will be required to submit to urinalysis prior to the appointment to test for illegal drug use. An applicant with a positive test will not be appointed to the position.

Application Process:

Interested candidates should submit a detailed resume reflecting the nature of the work performed in both current and prior employment. Emphasis should be given to work experience, training and/or duties performed that are relevant to this position.

Posting Date: April 18, 2023

Posting Deadline: May 5, 2023*

* Resumes must be received in Human Resources by 4:00 P.M. on the deadline date, regardless of the method of submission. Late submissions will not be considered.

Job Type: Full-time

Pay: $23.25 - $37.46 per hour

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person

Work Location: One location

Salary : $23 - $37