CableAmerica is seeking an individual with previous technical support and customer service experience for full-time employment in our Mesa call center. This is a diverse position that will require someone who is both flexible and detail oriented. The ideal candidate will possess the ability to troubleshoot Internet connectivity and digital TV problems, handle billing duties and process orders for new and existing customers. This position also provides an immediate opportunity to earn sales incentives once the hired individual is trained and proficient with product presentation and billing system functions. The candidate must demonstrate a good technical aptitude and ability to learn, be able to win and influence customers with their good personality and helpful attitude, while consistently exercising excellent customer service skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide quality customer service by building a rapport with our customers. Provide information, Process new orders, and resolve Internet connectivity, digital TV and billing matters over the phone. Identify problems including, but not limited to, outages, infrastructure issues and equipment failures. Advise customers on proper usage of digital TV equipment. Reset digital TV converters and modems using our management software. Escalate trouble tickets to appropriate departments for resolution to technical issues. Work with branch offices to ensure customer’s needs are fully met. Become familiar with CableAmerica’s services, provide that information to the customer and help guide potential customers during the ordering process. Participate in our Quality Control initiative by gathering customer feedback regarding new service and previous service calls. Adapt to equipment management and information gathering duties as assigned. Must be available to work nights and weekends.
Skills, Abilities and Knowledge
Demonstrate skill in guiding and educating customers. Ability to multi-task, work on repetitive activities, maintain calm attitude in a fast-paced environment, and exercise professionalism, enthusiasm and good judgment. Wide knowledge base and aptitude for general computer and Internet usage. Experience with operating digital cable TV equipment. Ability to learn and retain information on the company’s products and services. Ability to prioritize and organize effectively. Ability to read, write and speak the English language to communicate with coworkers, customers, and suppliers on the phone; and by written communications in a clear, straight-forward, and professional manner. Ability to work independently and as a member of a team.
Education and/or Experience
High school diploma or GED required.Customer Service experience. Previous technical support experience. Computer Technical courses helpful. Working knowledge of computer hardware, email software, cable modems, Windows and MAC Operating Systems and general networking.Sales experience also a plus.