Job Details
** Customer Service Representative**
**Job Category****:** System **Requisition Number****:** CUSTO003933 Showing 1 location **Job Details**
**Description**
**SUMMARY**
Under general supervision and direction, the Customer Service Representative is responsible for taking care of the service needs of Sparklight'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 Sparklight 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 Sparklight products, services and their features.
* Works with customers to achieve customer satisfaction by meeting their needs with Sparklight 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 Sparklight's 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 Sparklight.
* This position will require travel between offices.
**Qualifications**
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**Education**
**Experience**
**Licenses & Certifications**