Under general supervision and direction, the Customer Service Representative is responsible for taking care of the service needs of Cable One's customers in a professional, courteous, and efficient manner by performing the following duties.
Handles high in-bound call volume covering a full range of customer service inquiries. (Upgrades/downgrades of service, video troubleshooting, modem registration and billing).
Responds to in-bound customer calls and assists customers face-to-face in the front office.
Provides customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment.
Correct errors or discrepancies on customer billings as necessary. Process customer transactions and respond to inquiries in a responsive, timely and accurate manner.
Enter account information into billing system with a high degree of accuracy to execute transaction.
Participates in ongoing training to increase skill level and productivity.
Maintains and sustain all Cable One CSR performance expectations as related to Quality Assurance, CSR scorecard metrics (such as Availability, Talk Time, etc.), attendance and one-call resolution goals.
Maintains working knowledge of all Cable One products, services and their features.
Works with customers to achieve customer satisfaction by meeting their needs with Cable One products and services.
Applies all sales and service skills/techniques acquired from the Standard Operation Procedure during all interactions with customers.
Note: All the essential functions of this position are not included in this posting.
EDUCATION and/or EXPERIENCE
Requires excellent oral and written communication skills while assisting and interacting with Cable One customers and associates.
Strong data entry and computer skills.
Requires the ability to operate office equipment (copiers, phones, computers, etc.).
Requires efficient and accurate handling of money.
The position requires the ability to learn and stay informed of products and services offered by Cable ONE.
Cable One, Inc.