Customer Service Support Representative – Coudersport, PA

Zito Media; Northern (KY); Hybrid; USD 28,000 - 46,000; Full time

Benefits offered by this job

Monthly bonus potential

Medical, vision, dental

401(k) plan

Employee discounts on services

Job summary

Zito Media in Coudersport, PA is seeking a Customer Sales & Service Representative to serve as the primary contact for sales, activation and support of our Video, High Speed Internet, and Voice Services. This full-time, 40-hour-per-week role requires flexibility for evenings and weekends.

Responsibilities include inbound customer support, processing payments, billing inquiries, basic technical troubleshooting, and order entry for installs and service upgrades.

Qualifications

• Experience in a customer service role.
• Excellent verbal and written communication skills.
• Ability to multitask and work flexible shifts, including evenings and weekends.
• Proficiency with Microsoft Office applications and email programs.
• Strong telephone and customer interaction skills.

Responsibilities

• Provide inbound telephone support for sales, activation and technical inquiries.
• Enter billing payments and reconcile cash drawer daily; track service orders.
• Research installation status and resolve customer inquiries or complaints.
• Troubleshoot high-speed data services by phone and computer.
• Add equipment to billing accounts and document order status daily.
• Deliver superior customer service and assist with upgrades.

Skills

Customer service skills

Verbal communication

Written communication

Multitasking

Positive attitude

Team player

Telephone skills

Tools

Microsoft Office

PowerPoint

MS Publisher

Email tools

Job description

Customer Service Support Representative – Coudersport, PA

Zito Media currently has an opening for a Customer Sales & Service Representative in the Coudersport call center to serve
as the primary customer point of contact for sales, activation and support of Zito Media’s Video, High Speed Internet, and
Voice Services. Full-time position, 40 hours per week, various working hours, including nights and weekends. Position
includes a monthly bonus potential, complimentary internet services (within service area), and a benefit package including
medical, vision, dental and 401k.

Essential functions of the position may include, but are not limited to, the following:

• Provide inbound telephone support to potential customers and to customers requesting information or experiencing technical difficulties and equipment problems, in order to reduce service calls and improve customer satisfaction.
• Enter billing payments into the billing system and ensure reconciliation of cash drawer and payment entry on a daily basis. Research status of installation and service calls in order to resolve customer inquiries/complaints; research misapplied payments, billing and service adjustments. Communicate with customers in order to respond to questions; resolve service concerns; provide rate and programming information; initiate upgrade of current service and sell our products and services.
• Responsible for technical support/troubleshooting, via telephone and computer, of the high-speed data product (including email and web hosting). Assist in the resolution of advanced level technical problems with troubleshooting procedures/skills.
• Responsible for adding equipment into billing system accounts, notating the account with proper information as required, to properly execute customer orders, schedule installs and trouble calls, and document customer accounts on a daily basis. Responsible for providing required documentation for tracking work order status information.
• Continually demonstrate and ensure superior customer service.
• Other functions/duties as assigned.
• Must be prompt, punctual and have regular attendance. Must be available to work evenings, weekends and holidays.
• Perform other related duties and tasks as assigned or as become evident.

Required Skills/Experience:

• Proficiency with Microsoft Office, including PowerPoint and MS Publisher is required.
• Previous experience in a customer service role is required.
• Superior telephone skills are required.
• Demonstrated proficiency with email programs, Internet and WWW is required.
• Excellent verbal and written communication skills are a must.
• Excellent organizational skills.
• Ability to multitask, work flexible shifts and extended hours as needed.
• Must be high energy, positive attitude, team player.
• Able to work with limited management involvement.

Preferred Skills/Experience:

• Experience with cable television billing systems.
• Knowledge of TCP/IP basic troubleshooting commands such as ‘ping’ and traceroute.
• Call Center/Help Desk experience.
• In-depth knowledge of both Macintosh and Windows operating systems.
• One year’s experience in dispatch operations or customer service contact.
• Basic understanding of cable and Internet networks, associated head‑end or hub site equipment and switch operations.
• Demonstrated ability to perform basic computer and cable modem troubleshooting.

Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas.

Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.

Your local provider of high-speed internet, cable TV, and phone service — proudly connecting communities across the United States.