Customer Care Representative

CITADEL; Northern Mariana Islands; In loco; USD 30.000 - 42.000; Tempo pieno

Descrizione del lavoro

CITADEL in the CNMI is seeking a Customer Care Representative to serve as the telephone point of contact for new and existing residential and small business services, including landline, cellular, and internet.

You will handle inquiries, process service orders, assist with billing issues, and perform sales calls to promote promotions, working in a 24/7 call center environment with shift work.

Competenze

• High school diploma or equivalent.
• 1 year of telephone operator and customer service-related work; must be able to type 55 wpm.
• U.S. citizen required

Mansioni

• Process customer service requests via the service order process for internet, added services, and disconnections.
• Answer inquiries about services, rates, billing, regulations and procedures.
• Initiate and drive sales of products and services through telephone calls and customer contacts.
• Make courtesy verification/follow-up calls to customers and support internal company initiatives.
• Use web-based applications to email, view online bill inquiries/payments, and create support tickets.
• Access billing and client systems to view and adjust CNMI accounts, view call history, and manage features.
• Coordinate updates for reconnection or suspension and view customer information.
• Handle 611 repair service calls and complete trouble tickets with necessary details.
• Meet time and quality objectives set by the PUC and management for call center services.
• Refer complaints or emergencies to appropriate internal or external parties.
• Cross-train staff to cover multiple duties and assist during peak periods.
• Perform related duties as assigned

Conoscenze

Customer service

Telephone handling

Typing 55 wpm

Sales over phone

Formazione

High School diploma

Descrizione del lavoro

Job Summary

Under the supervision of the Customer Care Supervisor, the Customer Care Representative serves as telephone point of

contact in matters concerning requests for new or additional residential and/or small business landline, cellular or

internet service, discontinuance of service, complaints and inquiries concerning service, rates, billing, regulations, and

policies. The Representative sells telecommunications products and services on telephone customer contact through

diligent sales effort, advising customers of promotions using printout ads/FAQs, when appropriate. The Representative

also handles various types of call center routed telephone calls for both CNMI and Guam simultaneously including, but

not limited to, customer service inquiries regarding landline, cell phone and internet accounts, preparing 611 repair

service reports for customers.

Essential Duties and Responsibilities

The Employee will perform the following essential functions: [Note: This position is part of a 24-hour, 7-day-per-week operation and will involve shift work and possible overtime work]

1. Process customer service requests through the service order process. This may include internet, additional

services, disconnection of service, changes to services, etc.

2. Answer customer inquiries regarding service offerings, rates, charges, general billing matters, collection matters,

toll inquiries, regulations, policies, procedures, complaints and other related matters.

3. Initiate sales effort of products and services to achieve established sales objectives through diligent telephone

selling efforts on self-initiated customer contacts, referrals or customer call-ins

4. Initiate courtesy calls to customers for verification, follow-ups, or company initiatives

5. Use a web-based application for:

a. emails – communicating with other departments and customers regarding customers' inquiries and/or

complaints.

b. online bill inquiries/payments – access company intranet to view customer account for inquiries and use

website to process payment with customer check or credit card.

c. customer support tickets – access company website to create support tickets for customers inquiries

and /or complaints for record keeping and to be forwarded to other departments for processing, if necessary

6. Access CostGuard billing system to view CNMI customer accounts to view landline, internet, and circuit for
customers. View customer billing, make corrections and adjustments to accounts, view history of accounts, view
details of calls, enable and disable features,

7. Access CostGuard Care and Client interface for updates reconnection, suspension, and view customer
information.

8. Answer 611 repair service trouble calls, obtain all necessary details for a complete trouble report, access AS400
computer terminal and complete trouble ticket. Provide follow-up information to customers as necessary.

9. Meet time objectives set by the Public Utilities Commission (PUC) and quality objectives set by management;
meet answer time and quality objectives for call center contracted services.

10. Refer customer complaints or emergency calls to appropriate internal or external party.

11. Coordinate and cooperate with other operating and administrative groups as required to accommodate service
demands and requirements. Keeping detailed records of such emergencies.

12. Cross-train other staff in various aspects of this position to prepare them to fill in as needed.

13. Perform other related duties or tasks as assigned or required.

Minimum Qualification Requirements

Education: High School graduate or equivalent.

Work Experience: One year as a Telephone Operator and customer service-related work.; must be able to
type 55 wpm to effectively service customers, particularly during peak periods.

Licensure/Certification/Professional Association: None Required

Must be a U.S. citizen

Equal Opportunity/Affirmative Action Employer

As an Equal Opportunity/Affirmative Action Employer, we afford equal opportunity to all applicants and employees for hire and promotion without regard to race, color, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information.

Drug Free Workplace

IT&E is a Drug Free Workplace.