Job Type: Full-time
Salary: $18.00 – $19.50 per hour

Mid-Hudson Cablevision is looking for a Level 1 Customer Service Representative to join its team. Must be able to work varying 8 hour shifts from 8 am – 8 pm Mon-Sat.

A Customer Service Representative is a valued employee whose job at times is demanding in many aspects. In this role, CSRs are responsible for handling sales calls, billing related calls and troubleshooting. A CSR is expected to accurately document problems and resolutions of customer related service and billing issues. CSRs will use multiple software systems and applications. CSRs will work on straight forward tasks using established procedures. A Customer Service Representative is a valued employee whose job at times is demanding in many aspects. In this role, CSRs are responsible for handling sales calls, billing related calls and troubleshooting. A CSR is expected to accurately document problems and resolutions of customer related service and billing issues. CSRs will use multiple software systems and applications. CSRs will work on straight forward tasks using established procedures.

• Handle inbound customer requests via phone, chat portal, and email
• Respond to inbound calls promptly and efficiently
• Effectively discuss Mid-Hudson products and services to prospective customers.
• Process payments for customers via check, credit card or electronic funds.
• Acquire knowledge of competitors’ pricing, packaging and products in an effort to discuss side by side comparisons of Mid-Hudson’s and competitors’ products and services
• Promote and communicate current promotions.
• Learn the billing/order processing system for order entry, order inquiries, and billing review as they relate to the customer account.
• Accurately document customer account records based on actions taken.
• Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all customer transactions experience.
• Basic ability to troubleshoot customer’s service issues and billing issues.
• Effectively address customer questions, complaints and concerns.
• Facilitate customer issue escalations to management/support as required
• Participate in quality education sessions to ensure interactions with customers are efficient and effective.
• Ability to work from excel spreadsheets on projects assigned by supervisors and managers
• Fulfill work schedules as required.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Keep supervisor informed of any work-related concerns.
• Ability to work with other team members collaboratively and take direction from managers and supervisors.
• Perform other duties as required by managers and supervisors.

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift
• Morning shift
• Rotating shift

Weekly day range:

• Monday to Friday
• Rotating weekends

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Catskill, NY 12414: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person