Reports to: Customer Service Manager
Job Summary: This position is responsible for coordinating and administering the HBPW Broadband customer program and performing general Customer Service Representative duties.
Essential Duties
Coordinate and administer the Broadband Service program.
Broadband Service Program
Primary customer contact regarding Broadband Service.
Respond to customer inquiries and requests for service.
Process Broadband service activation, change and cancellation orders.
Manage and resolve customer complaints.
Work closely with the Broadband Services Department to provide a consistent and effective customer experience.
Prepare reports on Broadband system activities.
Other Programs
Contact customers regarding outstanding accounts receivable and overdue balances.
Create disconnection schedule and manage the process.
Create necessary orders to finalize accounts when services are not resumed.
Develop and manage payment plans.
Prepare reports on credit and collection activities.
Perform general Customer Service Representative duties, including:
Respond to customer inquiries and requests.
Maintain customer accounts, all appropriate records and documentation.
Handle customer complaints and provide appropriate solutions.
Explain and answer questions on services provided via all communication platforms (face-to-face, telephone, email, online, etc.
).
Process service orders.
Process payments made on HBPW invoices and balance cash drawer when necessary.
Explain collection policies and procedures to customers.
Understand and utilize various customer-based software systems.
Provide leadership for the department and maintain quality standards.
Maintain a professional and positive attitude.
Share in the daily workload and provide training as needed and/or instructed to team members.
Perform all other tasks as assigned.
Essential Qualifications
High school diploma or equivalent.
Effective workplace skills as demonstrated through WorkKeys assessments (Applied Math – 3, Graphic Literacy – 4).
One year of prior customer service experience.
Ability to deal effectively and respectfully with customers and coworkers.
Ability to follow and give oral and written instructions.
Proficient in Microsoft Word and Excel; specific ability to create templates and spreadsheets.
Preferred Qualifications
Associate degree in accounting, business, or related field.
Prior telecommunications customer service experience.
Knowledge of policies and procedures of customer service activities.
Strong workplace skills as demonstrated through WorkKeys assessments (Workplace Documents – 5, Applied Math – 5, Graphic Literacy – 5).
Physical Requirements & Working Conditions
Normal office environment with minimum discomfort due to noise, dirt and dust.
Mental ability to frequently handle pressures related to working on multiple projects requiring attention to detail.
Must be able to work after hours for emergency situations.
This job description is intended to describe the general nature and level of work being performed by a person assigned to this position.
It is not to be construed as an exhaustive list of all job duties assigned to or required of this position.
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