Customer Service Representative

CITADEL; Tamuning (GU); On-site; USD 30,000 - 40,000; Full time

Job summary

CITADEL is seeking a Customer Service Representative in Tamuning, Guam. This role serves as the first point of contact for customers, handling inquiries about services and processing payments. Candidates should have a high school diploma and at least one year of experience in a customer service-oriented environment. The position offers a competitive salary and benefits package, with responsibilities including service order preparation and cross-training other representatives.

Qualifications

• High school graduate with computer technical education or training.
• One year of work experience in a customer service-oriented business environment.

Responsibilities

• Handle customer inquiries regarding service offerings and adjustments.
• Prepare and issue service orders and correspondence.
• Receive and process customer payments for services.
• Assist other staff in their areas of responsibility.

Job description

Tamuning, Guam IT&E - Isla Telecommunications & Energy

About the job Customer Service Representative

Under the direction of the Customer Service Supervisor, the Customer Service Representative serves as the first line of contact with IT&E customers, receiving and initiating residential, business, government, internet, and cellular customer contact by telephone, personal contact, have and correspondence. The Customer Service Representative will make every effort to assist customers and resolve any equipment or service‑related problems within the scope of the companys capabilities and policies.

Responsibilities

The Employee will:

• Know and uphold established IT&E Mission, policies and procedures, Department and Division objectives, quality assurance and safety programs and standards.
• Handle customer inquiries and requires regarding new service offerings, enhanced/additional service, or discontinuation of service, pending service orders, rates, regulations, policies and all other telecommunication activities.
• Determine customers communication requirements and offer recommendations for satisfying customers product and service needs.
• Access switch for activation/deactivation of cellular and feature services and will program features and function.
• Prepare and issue service orders and correspondence regarding customer service and other matters. Issue adjustments as required and approved.
• Conduct special analyses and investigations to satisfy customer and company-initiated inquires.
• Maintain various records on equipment and service. Perform routine posting and filing activities. Prepare, maintain and/or submit daily and monthly reports in conjunction with standards of performance, requisition, receipts and other related forms.
• Coordinate and cooperate with other operating and administrative groups as required to accommodate service demands and requirements.
• Serve as cashier as needed and assigned.
• Receiving and processing customer payments for account services
• Receiving payments and processing reconnection service orders
• Selling Pre- and Post-paid cards, SIM cards and other company products
• Closing, balancing, and securing all sales for the day; preparing and submitting all monies received and the daily bath report to the Account representative for verification
• Reconciling all transactions and receipts with the Account Support Technician
• Cross-train other representatives in various aspects of this position to prepare them to fill in as needed and for possible succession.
• Assist other staff and functional areas in their areas of responsibility, as needed.
• Perform other related duties or tasks as assigned or required.

Required Qualifications, Capabilities, And Skills

• High school graduate with evidence of computer technical education or training.
• One year of work experience in a customer service-oriented business environment.

Preferred Qualifications, Capabilities, And Skills

• Ability to pass necessary US military installation or local government security access checks as needed.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical activity of this position includes crouching, standing, reaching, walking, pushing, pulling, lifting, picking, pinching, typing or otherwise, primarily with fingers rather than with whole hand or arm, grasping, feeling, Talking, hearing, repetitive motions making substantial movements of the wrist, hands, and/or fingers.

The physical requirements of this position involve Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds if force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that of Sedentary work and the worker sits most of the time, the job is rated for light work.

Working Conditions

The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. This job operates in mainly in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. However, Activities occur both indoors and outdoors so the worker will be subject to both environmental conditions.

Benefits

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.

Equal Opportunity/Affirmative Action

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. IT&E is a Drug Free Workplace.