Customer Service Representative
Knology - Auburn, AL

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The Front Counter Customer Service Representative is responsible for responding to customers billing, service, and sales related questions and issues. Key Duties and Responsibilities Include:
  • Responds to customer requests regarding billing and service issues in a timely and accurate manner, while maintaining an efficient and professional demeanor
  • Collects equipment from customers and issues new equipment to customers, while maintaining accurate records of all transactions
  • Prepares shipments of collected equipment (up to 50 pounds) to be transported to the warehouse
  • Processes customer payments and posts them to the appropriate account
  • Accepts and posts customer payments in accordance with Knology cash control procedures
  • Provides accurate product and service information to customers
  • Provides quotations on service requests; completes and accurately processes sales orders
  • Troubleshoots customers issues and successfully resolves work orders that will not require truck rolls
  • Uses computer systems to identify, research, and resolve customer issues; researches billing issues
  • Maintains sense of urgency and consistently meets deadlines when responding to customer issues.
  • Identifies and escalates priority issues; when necessary, transfers customers to the appropriate department
  • Accurately completes required paperwork and/or documentation associated with each work order/job assignment; ensures proper storage of completed work orders.

Requirements / Qualifications:
  • High School diploma or equivalent required.
  • Excellent oral communications skills including active listening skills and telephone etiquette are required
  • Must be able to calculate figures and amounts
  • Must be able to operate office equipment to include telephone, headset, computer, printer, and calculator
  • Must be able to multi-task and function effectively and consistently in a fast-paced environment
  • Flexibility in scheduling which may require evening or weekend hours is required.
  • Must be able to sit or stand continuously for extended periods of time
  • M ust be able to safely transport loads of up to fifty pounds
  • Must be able to perform repetitive tasks such as data entry and using telephone