Customer Service Representative - Sullivan, United States - Clearwave Communications

Clearwave Communications Sullivan, United States

6 days ago

Description

** Customer Service Representative**

**Job Category****:** System **Requisition Number****:** CUSTO003765 Showing 1 location **Job Details**

**Description**

As a Customer Service Representative, you will be helping Fidelity's Customers stay connected to what matters most. Answer customer questions regarding our services or general billing questions, and ensure utmost customer satisfaction.

Under general supervision and direction, the Customer Service Representative is responsible for taking care of the service needs of Fidelity'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 Fidelity 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 Fidelity products, services and their features.

Works with customers to achieve customer satisfaction by meeting their needs with Fidelity 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 Fidelity 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 Fidelity.

This position will require travel between offices.

**Pre-hire processes: Cable One, Inc. is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.**

**Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. At Cable One and our family of companies, we believe it is our individual and unique talents, backgrounds, and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify and embody each and every day. Cable One provides equal employment opportunities to all individuals of different races, colors, creeds, national origins, genders, marital and veteran statuses.**

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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