Call Center CSR Level I

EMPLOYEES IN THIS POSITION ARE REQUIRED TO LIVE ON THE PMU ELECTRIC SYSTEM

SUMMARY: Interacts with customers to respond to orders, general customer inquiries, questions, and customer complaints.  Projects a professional company image through phone and personal interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES (list not exhaustive):

Talks with customers by phone or in person and receives orders for installation, payments, turn on, discontinuance, or change in service.

Completes contract forms, determines charges for service requested, prepares change of address records, and issues discontinuance orders.

Dispatches appropriate service personnel to areas where service is requested.

Provides customer service by taking payments, answering customer questions, and handling complaints.

Solicits the sale of new or additional services.

Assists all IPTV/Fiber internet customers on the phone with any issues, including but not limited to connection problems and email concerns. Add new user accounts to the billing computer.

Log each customer contact to the internal tech support database.  This includes phone, email, or personal contact.

Report any problems with the system to the Assistant Customer Service Dept Manager immediately.

Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.

Other duties as may be assigned.

QUALIFICATION REQUIREMENTS:

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.

EDUCATION and/or EXPERIENCE:

High school diploma or equivalent required.  Although not required, it is preferred that candidates have three (3) to five (5) years of Customer Service experience and an associate’s or bachelor’s degree in business from an accredited college or university OR an equivalent combination of education and experience. Applicants must possess a working knowledge of PCs and all Windows operating systems.   Persons in this position should have a working knowledge of and vocabulary associated with the Internet and computer use in general.

LANGUAGE SKILLS:

Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.  Ability to write routine reports and correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

PERSONAL CHARACTERISTICS:

Must be able to perform the essential elements of the position of Call Center Customer Service Representative competently, following a training period not to exceed six months.  Must possess personal characteristics that will make the employee a productive work team member, including high integrity, good personal habits, and regular attendance at work. Should be friendly and able to meet people easily and adjust to different personalities.  Should be able to gain and maintain the respect of others, both inside and outside of the organization.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk and hear.

The employee must regularly lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.