Employment Type
Full-time
Job Location
Ft Mitchell, Kentucky
Date posted
October 19, 2021
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Position title
Customer Service Representative
Description
GENERAL JOB OVERVIEW

It is the responsibility of each CSR to care for our customers in any and every aspect as needed. Each CSR is responsible for waiting on walk-in customers as well as inbound calls. Attracting potential customers by answering product and service information. Opens and maintains customers’ accounts. Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, and selecting the best solution to resolve the problems. The main focal point of customer service is to help all customers to the best of their abilities at the same time providing excellent customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Assisting customers with possible new sales (mainly just mdu sales)
  • Upgrades
  • Swapping out of equipment, issuing new equipment
  • Setting up disconnections, setting up moves of services from one location to another
  • Troubleshooting issues with cable service, on occasion, when tech support is busy also troubleshooting internet issues
  • Fielding calls and mitigating calls to other departments and employees as needed
  • Ticketing all calls and recording of transactions that come in
  • Inputting credit requests into ivue
  • Setting up s/o’s to make necessary changes in ivue to accounts, packages, and services
  • Setting up service calls for customers that have service issues
  • Helping customers resolve billing issues/errors, assisting customers in interpreting their bills, and making payments for customers as they call in or come into the office
  • Auditing of accounts

 

COMPETENCIES 
  • IVUE - billing system
  • Word, Excel
  • Conflict resolution
  • Written and Verbal English
REQUIRED EXPERIENCE AND EDUCATION
  • High School Education or Equivalent
  • Customer Service Experience Preferred
WORK ENVIRONMENT
  • Office Setting
PHYSICAL DEMANDS
  • Sitting for prolonged periods of time
  • Lift up to 10 pounds
OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

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Position: Customer Service Representative

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