Customer Service Representative

Company: Fidelity & All Cable One
Location: Angleton
Posted on: May 28, 2023

Job Description:

SUMMARY
Under general supervision and direction, the Customer Service Representative is responsible for taking care of the service needs of Sparklight's customers in a professional, courteous, and efficient manner by performing the following duties.
RESPONSIBILITIES

• Handles high in-bound call volume covering a full range of customer service inquiries. (Upgrades/downgrades of service, video troubleshooting, modem registration and billing).
• Responds to inbound customer calls and assists customers face-to-face in the front office as needed.
• Provides customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment.
• Correct errors or discrepancies on customer billings as necessary. Process customer transactions and respond to inquiries in a responsive, timely and accurate manner.
• Enter account information into billing system with a high degree of accuracy to execute transaction.
• Participates in ongoing training to increase skill level and productivity.
• Maintains and sustain all Sparklight Communications' CSR performance expectations as related to Quality Assurance, CSR scorecard metrics (such as Availability, Talk Time, etc.), attendance and one-call resolution goals.
• Maintains working knowledge of all Sparklight products, services and their features.
• Works with customers to achieve customer satisfaction by meeting their needs with Sparklight products and services.
• Applies all sales and service skills/techniques acquired from the Standard Operation Procedure during all interactions with customers.
• Note: All the essential functions of this position are not included in this posting. EDUCATION and/or EXPERIENCE
  • High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service environment; or equivalent combination of education and experience. OTHER QUALIFICATIONS
    • Requires excellent oral and written communication skills while assisting and interacting with Sparklight's customers and associates.
    • Strong data entry and computer skills.
    • Requires the ability to operate office equipment (copiers, phones, computers, etc.).
    • Requires efficient and accurate handling of money.
    • The position requires the ability to learn and stay informed of products and services offered by Sparklight.
    • This position will require travel between offices.
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Keywords: Fidelity & All Cable One, Houston , Customer Service Representative, Hospitality & Tourism , Angleton, Texas