Customer Service Representative

Cable One, Inc. Washington , IN 47501

Posted 4 weeks ago

SUMMARY

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.

RESPONSIBILITIES

  • 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

  • High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service environment; or equivalent combination of education and experience.

OTHER QUALIFICATIONS

  • 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.

.


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Customer Service Representative

Cable One, Inc.