SFCN Customer Service Representative (CSR)

CUSTOMER SERVICE REPRESENTATIVE (CSR)

DEPARTMENT: SFCN

JOB CLASSIFICATION: PART TIME

SAFETY SENSITIVE: NO

HOURS: SHIFTS MON-SAT 25-30, HOURS PER WEEK, ALL SHIFTS ARE FLEXIBLE BUT MOSTLY AFTERNOON AND EVENING SHIFTS

PAY GRADE PT6

PAY GRADES LINK

GENERAL PURPOSE

The main purpose of a Customer Service Representative (CSR), is to provide tier 1 technical support to SFCN's Internet, Telephone and Cable TV customers. The CSR will also answer questions pertaining to other Spanish Fork City departments. The ideal candidate will demonstrate problem solving skills over the phone and must be a polite and patient individual.

ESSENTIAL FUNCTIONS

• Serve as the initial contact for all customer service related issues for SFCN, providing both administrative and first level technical support for SFCN.
• Displays passion, commitment and drive to deliver an experience that improves our customers' quality of life here at Spanish Fork City.
• Must be proficient in using Google Calendar, Spreadsheets, and Docs.
• Responds to Podium text messages.
• Schedules service calls for problems related to customers' internet, router, IPTV, or phone.
• Administer SFCN customer accounts: service calls, email, IP addresses, cable modems, virus infection, etc.
• Educates prospective and existing customers about the use of products and additional service opportunities.
• Engages in real-time troubleshooting with customers to resolve technical issues.
• Resolves customer issues, whenever possible, without referring the customer elsewhere in the organization.
• Perform general computer and network troubleshooting
• Perform other functions related to Computer and Networking technologies
• Must be able to meet attendance and punctuality requirements for this position.
• Must abide by all city policies and procedures.
• Must work well with others and be a team player.
• Perform other duties as assigned.

POSITION QUALIFICATIONS

• Education/Experience: Will train the right candidate
• Necessary Knowledge, Skills, and Abilities: Good customer relations skills required. The ability to learn new computer systems. Ability to clearly communicate in English; ability to communicate in Spanish is helpful.
• Technical knowledge of personal computers, routers and associated applications. Must be able to problem-solve. Ability to follow directions. Self-motivated and capable of working alone and staying on task.
• We strive to build and maintain a vibrant City through personable community interactions and innovative local government services.

Applicant will be required to submit to a criminal background check and drug test