Customer Service Support

Customer Service Support

Job Code
118

FLSA Status
Nonexempt

BCI Company

Position Summary

The Customer Service Support interacts with customers via chat, social media, written correspondence, or email and maintains ownership of all unresolved problems referred to them. They are responsible for working as a member of the team responding to all electronic and written correspondence in a professional and timely manner as outlined by the Customer Service Management Team. Additionally, Customer Service Support is responsible for establishing all company monitor and house accounts, prewires, can we serve, and processing all third-party orders coming into the department.

The Customer Service Support must demonstrate a strong knowledge of the company’s practices and procedures and must be able to perform the basic job duties of the UB1, UB2 and Sales Retention Specialist, with regards to servicing customers’ inquiries. The Customer Service Support possess excellent customer service, sales, and organizational skills in their everyday work practice and must demonstrate the ability to work closely with Buckeye customers and all employees of Customer Operations to provide excellent service to every customer. 

The Customer Service Support reports directly to the Manager, Customer Service Support.

There are no direct reports on this position.

Essential Functions

• Responding to all Residential customer emails presented to the company within 24 hours as assigned.
• Responding to all written Residential correspondence presented to the company from customers within two business days.
• Communicating real-time with customers using chat software as assigned.
• Monitoring and responding to assigned Social Media tasks.
• Processing all Toastnet orders within 24 hours, accurately adding, deleting, or changing customers account/billing information.
• Answering all incoming ACP calls and setting up all orders accurately.
• Establishing all new monitor accounts or making widespread adjustment on established monitor or house accounts for the company.
• Process third party commission reporting; Bridgevine, Allconnect, Clear link.
• Generating the disconnect work order for all winbacks presented to our system daily.
• Research FCC, Better Business Bureau, and Executive Team customer complaints.
• Research and confirm the correct E911 information for Intrado, Neustar and NPAC into the billing system.
• Verifying third party verification is completed successfully for all ported phone orders.
• Accurately adding, deleting, or changing TEL customers’ directory listing information for Residential customers.
• Ordering, rescheduling, and billing of prewires. 
• Processing all can we serve requests, adding serviceable addresses into the billing system.
• Auditing accounts and submitting errors to the appropriate departments/supervisors.
• Monitoring bulk and Business accounts for non-pay activity and placing call outs.
• Answering all incoming customer/employee calls.
• Providing support to internal departments for advanced customer account issues and questions.
• Working as a member of the team to consistently meet and exceed the Buckeye Broadband Standards of Performance.
• Collaborating continuously with coworkers as a team to achieve the goals of Buckeye Broadband and the tasks assigned to the Customer Service Support team.
• Servicing customers efficiently and thoroughly in a positive manner as outlined by the Customer Service Support, and Director.
• Actively pursuing the unauthorized use of our cable services.
• Working on special projects or assignments as assigned by the Customer Support Management team.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, always.
• Performing any miscellaneous department duties as needed.

Education and Experience Requirements

• High School Diploma/GED – required.
• History of excellent written communication skills – required.
• Ability to perform the basic job functions of the UB1 and Sales Retention Specialist - required.

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency.
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo.
• Customer Focused – External/Internal; Creates exceptional customer experience; demonstrates a sales and service mentality.
• Collaborative – Teamwork, Initiative-taking, knowledge sharing, Constructive Conflict.
• Accountable – See it, own it, solve it, do it; Hold each other accountable.

Job Specific Competencies

• Delivering High Quality Work – Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
• Integrity/Ethics/Confidentiality – Acts consistently with personal standards of ethical judgment. Acts to protect and do not violate or compromise confidential information. Appropriately and consistently complies with policies and procedures. Deals with others in a straightforward and honest manner.
• Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
• People Skills – Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback, and manages constructive criticism.
• Prioritizing & Organizing Work – Allocates time and attention based on what is most important to achieve key goals and objectives. Effectively organizes and balances tasks and priorities to keep multiple projects on track.

Other Skills and Requirements

• Demonstrate a positive attitude under pressure to residential and business customers & co-workers. 
• Verbalize an interest and commitment to meeting the goals of the Buckeye Companies 
• Ability to negotiate toward resolution of issues. 
• Verbalizes a commitment to quality customer service. 
• Excellent work attendance record
• Background record that meets Company standards.
• Reliable means of transportation always.
• Present professional appearance and demeanor.
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
• Valid driver’s license and driving record that always meets company standards (used if driving is required)
• Skills Required:
• Delivering High Quality Work – Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
• Integrity/Ethics/Confidentiality – Acts consistently with personal standards of ethical judgment. Acts to protect and do not violate or compromise confidential information. Appropriately and consistently complies with policies and procedures. Deals with others in a straightforward and honest manner.
• Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
• People Skills – Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback, and manages constructive criticism.
• Prioritizing & Organizing Work – Allocates time and attention based on what is most important to achieve key goals and objectives. Effectively organizes and balances tasks and priorities to keep multiple projects on track.

Working Conditions and Physical Demands

• Physical Demands:
• Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. 
• Working Conditions:
• The Customer Service Support is a non-exempt position. The regular working hours of the Customer Service Support is five, eight-hour days weekly scheduled during the hours of 7:00 AM and 7:00 PM, daily. Additional hours as needed will be assigned to ensure the proper operation of the division.
• Lunch and dinner breaks are assigned daily.
• Due to the Company’s need to provide consistently high-quality customer service and employee reinforcement training, the Company, as a standard practice, periodically monitors transactions between Support Services Representatives and the customers.
• Due to the limited number of people working in this job group, an employee who has approved intermittent leave will be temporarily reassigned to a larger work group where the loss of attendance will not cause as great hardship for the business. When the intermittent leave has expired, the employee will be reassigned to their position as a Support Services Representative.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position are subject to change as the needs of the company change.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Use of Company Resources, Equipment and Confidential Information

Company resources, equipment and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of company resources, equipment or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required and may be expanded or changed to include other duties or responsibilities that management may deem necessary from time to time.