Job Description - Customer Service Specialist
***EXTERNAL APPLICANTS ONLY!***
CDE Lightband, the municipal power provider for the City of Clarksville, offers electric, television, Internet and phone service to customers within the city limits. CDE Lightband serves over 80,000 metered homes and businesses with electric service and over 30,000 customers with broadband services over our Fiber to the Premise Network. We are looking for energetic, professional and courteous individuals to join our Customer Service team.
There are three positions available. Shifts will vary, ranging from 7a-4p, 8a-5p & 10a-7p. Incumbents will be considered for all potential shifts.
Bilingual with Spanish & English language highly preferred, but not required.
Incumbents provide customer service for multiple services and provide sales information on optional services with several service levels. Responsibilities may include responding to questions; providing information on multiple available services, service packages, and related fees; retrieving data from electronic and physical records; establishing and closing customer accounts; entering transactions; collecting a variety of fees; processing service changes and related transactions; balancing cash receipts; preparing, dispatching and scheduling service orders; and completing related clerical tasks.
Customer Service Specialist
Team/Division:
Customer Service /
Customer Resources
Reports To:
Customer Service
Supervisor
Job Status:
Full Time
Work Schedule:
Varies: 10a - 7p; 8a-5p & 7a-4p
Pay Status:
Salary
FLSA Status:
Non-Exempt
Pay Grade:
5
Created/Updated:
July 2017
Job Summary
Incumbents provide customer service for multiple services and provide sales information on optional services with several service levels. Responsibilities may include responding to questions; providing information on multiple available services, service packages, and related fees; retrieving data from electronic and physical records; establishing and closing customer accounts; entering transactions; collecting a variety of fees; processing service changes and related transactions; balancing cash receipts; preparing, dispatching and scheduling service orders; and completing related clerical tasks.
Essential Duties and Responsibilities
Provides accurate, detailed and timely responses to inquiries from the general public, to include both electric and broadband customers, agencies and business partners, with a variety of information regarding multiple services and service levels. This includes but is not limited to, responding to questions regarding new customer connects and disconnects, service packages and related fees, processing service changes, billing questions and similar scenarios. Conducting all work in a professional, courteous and civil manner with a helpful and friendly
Processes and records a variety of basic accounting transactions based within CDE Lightband billing rates and software, including establishing and closing customer accounts, entering transactions, processing transactions, retrieving account data, balancing cash receipts, and preparing related records
Works to maintain customer relationship by proactively identifying sales opportunities by utilizing knowledge of broadband incentives, equipment and options available; Informs potential customers of potential equipment and package options for Broadband services; Identifies Opportunities for selling additional services available; while maintaining a friendly, professional and courteous demeanor to provide proactive customer service at all times
Performs basic office duties, such as copying, filing, faxing, typing standard documents, preparing, sorting, and distributing mail and entering
Prepares a variety of operational records and basic reports
Performs other duties as assigned of a similar nature or to provide assistance as needed
Qualifications
Education
High School Degree or Equivalent
Experience
2 years experience in Customer Service, Call Center, Dispatch or similar, Broadband,
Telecommunications or utility experience highly favored
Certifications & Licenses
CPR/AED or ability to obtain upon hire
Other Requirements
Bilingual with English & Spanish language highly preferred, but not required.
Equivalent combination of education and experience sufficient to successfully perform the essential duties of the job also considered
Knowledge, Skills and Abilities
Knowledgeable of and Skilled in Customer service principles and practices
Knowledgeable in sales practices and principles
Knowledgeable of billing and accounting software
Knowledgeable of CDE Lightband Services, Packages, and Equipment, and able to communicate to be clearly understood
Skilled in Basic Computer and related software applications
Skilled in the Operation of telephone devices, online chat, or other equipment, while communicating in a clear and coherent speaking or written voice;
Skilled in Comprehending and Explaining billing statements and histories, Complex Billing practices and policies, and Utilizing the necessary supporting software
Skilled in Customer Sales Practices and Techniques, utilizing strong Customer Service Principles
Skilled in Reading and comprehending training documents
Skilled in Organizing and presenting data
Ability to provide a high level of customer service through verbal and written communication
Ability to work independently and individually, and to accept responsibility and account for his/her actions
Ability to communicate clearly and concisely both written and through the spoken
Ability to pay attention to the minute details of a project or task
Ability to identify and correct conditions that affect employee safety
Ability to show consideration for and maintain good relations with others
Ability to utilize the available time to organize and complete work within given
Physical Demands
Fingering (fine dexterity)
F
Lifting/Carrying
Other:
Handling (grasping, holding)
F
Under 10 lbs
F
Use of headset
F
Repetitive Motion
F
11-20 lbs
O
Ability to identify colors independent of another
Reaching
O
21-50 lbs
R
R
Climb
N
51-100 lbs
N
Crawl
N
Over 100 lbs
N
Extended Periods of Sitting
F
Kneel
R
Pushing/Pulling
Squat
R
Under 10 lbs
F
Speaking Clearly to be understood on the telephone & hearing a response
Sit
C
11-20 lbs
O
C
Stand
F
21-50 lbs
R
Bend
F
51-100 lbs
N
Walk
C
Over 100 lbs
N
Legend: N = Never; R = Rarely; O = Occasional (1% - 33%); F = Frequent (34% - 66%); C = Constant (over 66%)
Working Conditions: Indoor office position
Additional Note
The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on business needs of the department.
All employees in pursuit of their job duties should demonstrate the behaviors of the Code of Ethics and the CDE Lightband Mission & Vision.
EEO Compliant. TN Drug-Free Workplace. E-Verify & i9 Participant. Equal Opportunity Employer.
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