East Kentucky Network – Appalachian Wireless

Job Description

Job Title: Customer Service Representative

Department: Customer Service

Reports To: Customer Service Supervisor

FLSA Status: Non-exempt

EEO-1: 05 – Administrative Support Workers

SUMMARY:

Performs a variety of duties to provide customers with information and resolution to problems with their phones, services, service plans, etc., in a professional and courteous manner.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Answers customer service calls in a timely manner.

2. Accurately and courteously answers questions and obtains information necessary to identify and resolve problems.

3. Works with coworkers to resolve customer-related problems.

4. Documents customer accounts with actions taken by entering information into database.

5. Follows-up on unresolved customer situations or requests.

6. Places outbound customer service calls as needed, returning voice-mail messages.

7. Represents the company with the highest degree of professionalism at all times.

8. Quickly analyzes situations and takes appropriate actions to resolve customer problems or issues within the first phone call whenever possible.

9. Performs on-call duties as assigned.

10. Reports, to management, significant trends or common problems in the customer base.

EDUCATION and/or EXPERIENCE:

1. Position requires high school diploma or general education degree (GED).

2. No prior work experience is necessary.

3. Knowledge of general computer use is required.

4. Good interpersonal and communication skills are required.

5. Familiarity with or aptitude for working in a technology-driven industry is helpful

NICHE SKILLS:

Average recruitment period is up to 6 weeks with standard recruitment effort.

MENTAL EFFORT AND ANALYTICAL ABILITY:

Position requires mental effort or analytical ability in order to gather and interpret information in situations where the problems are somewhat complex.

VISUAL AND/OR PHYSICAL STRAIN:

Work regularly produces a high level of mental, visual and/or physical fatigue between 51% and 80% of work time.

CONTACTS WITH OTHERS:

This position very frequently (51% to 80% of work time) requires contact with others within and/or outside the company. Matters of some financial, procedural or relational importance are discussed. The overall success of the Company may or may not be influenced by decisions made.

INDEPENDENT JUDGMENT AND CONSEQUENCE OF ERROR:

Work is performed in accordance with specific procedures but incumbents must set priorities, organize work and make occasional exceptions. Errors result in significant impact in terms of cost, time, money or public/employee good will, such as delays in important projects or schedules.

SUPERVISORY RESPONSIBILITIES:

Position has no responsibility for the work of others.

WORK CONDITIONS:

Job is performed under good working conditions, almost completely absent of disagreeable elements. Associate is exposed to adverse or hazardous working conditions 5% or less of total work time.

PHYSICAL AND MENTAL ABILITIES REQUIRED TO PERFORM ESSENTIAL DUTIES:

Work under pressure in order to meet strict deadlines or respond to emergencies

Communicate orally and in writing in an excellent manner

Conduct oral presentations

Operate general office equipment (i.e., fax machine, photocopier, computer printer) stationed between 3 and 4 feet high

Quickly and accurately access and enter information using an automated system.

Sit for long periods of time

Comprehend and apply complex information

Concentrate for prolonged periods of time

Maintain attendance according to company policy

This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.

East Kentucky Network, LLC is an equal opportunity employer. All qualified applicants shall receive consideration without regard to race, color, religion, sex, age forty (40) and over, disability, veteran status, national origin, or any other characteristic protected by law.