Wave Rural Connect

PURPOSE:

The Customer Service Representative position supports all aspects of the subscriber experience, including but not limited to scheduling, provisioning, billing, and provides outstanding service for a high level of subscriber satisfaction. The Customer Service Representative promotes positive public relations through knowledgeable, responsive, and courteous interactions with current and potential subscribers, contractors, vendors, and the public.

RESPONSIBILITIES:

Within the limits of approved board policies, operating guides and procedures, approved work plans and budgets, and specific delegation from the Customer Experience Manager, the Customer Service Representative assumes the responsibility and has commensurate authority for the following activities, while recognizing the continuing responsibility of this position for developing and maintaining a favorable image consistent with our Strategic Goals:

As a Customer Service Representative:

1. Serve as a primary point of contact for customers by managing inbound and outbound calls, chats, email communications, and follow-up activities to ensure a professional and positive customer experience.
2. Scheduling of all new service installs, service addition installs, and any upgrade or downgrade of service that require an install crew or technician.
3. Verify services ordered with members during scheduling process.
4. Take advantage of upselling opportunities.
5. Create accounts and orders within the billing system as needed.
6. Assist with the processing of reconnect and disconnect orders.
7. Assist with the processing of account transfers.
8. Complete all service orders once install or addition of services is complete.
9. Complete all steps involved with adding a new/additonal service to an account.
10. Escalate install or scheduling related issues to the appropriate department.
11. Assist other departments with scheduling and install questions or concerns.
12. Ensure accurate tracking of installed equipment, services, and billing.
13. Perform all other duties as assigned.

OTHER SKILLS AND ABILITIES:

1. Must have a proven ability to multi-task and plan/organize work to meet deadlines, all with a high degree of accuracy with attention to detail.
2. Must have effective communication skills, customer service skills, and the ability to work as a team player.
3. Requires strong analytical and critical thinking skills with demonstrated problem-solving abilities.
4. Previous customer service and/or scheduling experience.
5. Understanding and appreciation of technology and telecommunications along with general computer skills and proficiency in using standard office equipment.
6. Must demonstrate the ability to effectively deal with people in difficult or stressful situations.

WORKING CONDITIONS:

This position involves indoor working conditions. Normal working hours will be scheduled Monday through Friday between the limits of 8:00 a.m. and 5:00 p.m. Work outside of normal work hours will be required. Occasional day time travel for training or various errands as needed to complete the responsibilities of the position.

EDUCATION AND/OR EXPERIENCE:

1. High school diploma or equivalent required.
2. Associate degree or coursework in Business related field preferred.
3. Must maintain a valid driver's license.