Employment

Customer Service Representative

General Definition of Work

Performs challenging, skilled work providing Customer Service support to the Broadband Authority subscribers, receiving and processing incoming calls and emails, preparing and maintaining detailed and confidential subscriber records and files, preparing reports, and related work, as required. Work is performed under the moderate supervision of the Broadband Program Manager.

Essential Functions

The following functions are intended only as illustrations of the various types of work performed.  The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Manage large amounts of incoming calls.

Identify and assess subscribers’ needs to achieve satisfaction.

Build sustainable relationships and trust with subscriber accounts through open and interactive communication.

Provide accurate, valid, and complete information by using the right methods/tools.

Handle subscriber complaints and provide follow up to ensure resolution.

Keep records of subscriber interactions, process subscriber accounts and file documents.

Take the extra mile to engage subscribers.

Enters subscriber orders, and workorders into Broadhub software.

Point of contact for subscriber installations.

Schedules subscriber installation with subscriber and installers.

Operates a variety of standard office equipment.

Performs specialized departmental tasks and duties, as assigned.

Performs related tasks, as required.

Knowledge, Skills, and Abilities

Excellent communication skills and a demonstrated ability to represent an organization and serve its subscribers; thorough knowledge of standard office practices, procedures, and equipment; thorough knowledge of business English and spelling; ability to plan and organize; ability to make arithmetical calculations; ability to follow oral and written directions; ability to read and understand detailed and complicated policies, procedures, and materials that contain specialized words and phrases; ability to operate a variety of office equipment in order to produce complex and technical documents; ability to establish and maintain effective working relationships with  colleagues and the public. Proficient with Microsoft Office software.

Education and Experience

High school diploma or GED, with considerable experience in administrative work. Other equivalent education and work experience may be considered in meeting the minimum education and experience requirements.

Physical Requirements

This work requires the frequent exertion of up to 10 pounds of force and the occasional exertion of up to 25 pounds of force; work regularly requires sitting and speaking or hearing, frequently standing and walking, and occasionally requires using hands to finger, handle, or feel, repetitive motions, and reaching with hands and arms; work has no special vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data, operating office machines, and observing general surroundings and activities; work has little exposure to environmental conditions; work is generally performed in a moderately noisy location (e.g. business office, personal computers, printers, person-to-person communication, light traffic, etc.).

Special Requirements

Possession of an appropriate driver's license valid in the Commonwealth of Virginia.

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