Customer Service Representative
Connexion Technologies - Cary, NC

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GENERAL SUMMARY

Customer Service Representative (CSR) is responsible for providing the highest level of customer service to our cable TV, telephone, internet and security monitoring customers. The CSR must be able to accommodate a vast range of subscriber requests, inquiries and complaints.

ESSENTIAL RESPONSIBILITIES

  • Respond to incoming calls regarding technical questions and problem resolution related to products as well as customer premise equipment
  • Conduct outbound customer service or inside sales calls
  • Handle moderate call volume, covering a full range of customer requests for service in a prompt and courteous manner and demonstrate strong product knowledge by answering customer questions in an accurate and timely manner
  • Accommodating full range of customers (new and existing) requests for services, inquiries concerning billings and complaints about service quality in a prompt and professional manner, obtaining all information for resolution of transactions
  • Prepare work orders for maintenance requests after determining if field visits are required, escalate such requests to identified NOC personnel as directed and ensure appropriate follow-up procedures are met
  • Assist in resolving delinquent account balances and obtain assistance from Supervisor for complex inquiries, report errors and discrepancies on customer billings as necessary
NON-ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

  • Perform other duties as assigned and required
KNOWLEDGE, SKILLS & ABILITIES

  • Effective oral and written communication skills
  • Detail oriented, organized and a team player
  • Ability to work in a fast paced team environment
  • Some knowledge of internet access and cable TV systems
  • Basic proficiency with Microsoft applications (Excel, Word and Outlook)
  • Good phone manner
  • Bi-lingual (Spanish a plus)
EDUCATION & EXPERIENCE

  • High school Diploma or equivalent required
  • Any kind of desktop support or technical knowledge of internet access or cable TV systems
  • Customer service background in telecommunications or similar industry preferred
SPECIAL FEATURES

  • Working hours may include weekends, evenings and holidays

Connexion Technologies - 3 years ago - save job
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