Customer Service Representative

Overview

Carries out daily activities of the customer service function such as taking and processing customer payments, responding to public inquiries on the selection and availability of services, assisting with the monthly end-user billing, and generating and processing service work orders and trouble tickets.

Responsibilities

• Sets up new customer service and schedules installations at the customer locations.
• Processes customer requests for changes in service, including issuing work orders through the billing system.
• Schedules appointments for services or issues requiring a truck dispatch.
• Identifies, researches, and resolves customer issues concerning services, billing, or payments.
• Processes customer work orders, forms, applications, and requests.
• Processes trouble tickets for service outages, interruptions and quality of service.
• Troubleshoots over the phone and in the office with customers to resolve service issues, if possible, to avoid truck dispatches.
• Calls back customers with troubles to ensure satisfaction was met.
• Processes and applies payments to customer accounts.
• Reconciles and balances daily payments and deposits and submits information to Accounting.
• Prepares daily bank deposits.
• Monitors and contacts the bad debt customers for payment arrangements prior to submitting to collections.
• Monitors payment arrangements.
• Participates in sales and promotions, including explaining and promoting the new packages and offerings for telephone, cable TV and Internet services.
• Provisions and tracks TV set-top boxes and DTAs, including cleaning, testing and repairs.
• Performs inventory counts and reconciles set-top boxes, routers, switches, and other equipment to Accounting records.
• Handles government and Company policy requirements, including PA PUC Chapter 63/64 regulations, the FCC’s CPNI regulations, and verifies Lifeline eligibility.
• Attends training and meetings, as required.
• Assists the Marketing Department with various marketing activities and projects as needed.
• Tracks purchases and receives purchase order shipments and reconciles them to the accounting records.
• Performs receptionist duties, such as screening visitors and phone calls for other employees.
• Ports local telephone numbers.
• Runs monthly deposit refunds and credit balance refunds.
• Processes monthly non-pay suspensions and terminations.
• Keeps records updated for monthly suspension numbers for PUC reports.
• Reports disconnects to the Project Coordinator each month.
• Reports monthly write-off recoveries to collection agency.
• Submits 911 data to local county 911 centers.
• Tracks NSF payments.
• Processes monthly auto ACH/CC payments.
• Tracks purchases and receives billing supplies for monthly invoicing.
• Assists with PMM accounts, tracking and calling customers to participate.
• Collects build fees for new builds before setting up services and tracking them in a spreadsheet.
• Contacts customers when returned mail comes in to verify billing address.
• Other duties as assigned.

Skills

• Knowledge of telecommunications technology, products, and services.
• Knowledge of company policies and procedures.
• Knowledge of company products and services.
• Knowledge of marketing and sales practices and principles.
• Skill in operating various office equipment such as personal computer, various software programs and telephone systems.
• Skill in oral and written communication.
• Skill in persuasion techniques.
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
• Ability to organize and prioritize multiple work assignments.
• Ability to make sound decisions using information at hand.

Pay: $14.00 - $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $14 - $15