Customer Service Representative

Brookings, Oregon, United States | Beacon Broadband, Inc. | Full-time

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PRIMARY PURPOSE

The Customer Services Representative (CSR) provides courteous and efficient service and support to existing and prospective customers in all aspects of their relationship with Beacon Broadband. The CSR performs clerical duties, revenue collection, communication services, first-level technical support, and participates as an individual and team member in community relations and customer service programs.

 ESSENTIAL JOB FUNCTIONS (REASON POSITION EXISTS IS TO PERFORM THESE FUNCTIONS)                                                                                                                                                                                                                                         

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

Customer Service 80%

Interact with customers and others in a courteous, tactful, professional, and compassionate manner:

  • Assist new customers in obtaining service from Beacon Broadband by providing information and education on pertinent information.
  • Prepare service orders for job requirements to include, but not limited to, service connects, disconnects, and transfers, changes, and trouble reports, and assign to appropriate personnel.
  • Use effective problem-solving and communication skills in answering questions about bills, internet, voice and video charges, billing errors, and other programs, policies, and procedures.
  • Promote/upsell other services.
  • Collect delinquent accounts with compassion and empathy.
  • First level product and technical support.

Operational Support 20%

  • Coordinate communications between the office and field personnel for scheduling, outages, collections, etc.
  • Cross trains and coordinate with Network Operations Center (NOC) team for overflow coverage as needed.
  • Daily, weekly, and monthly billing and customer service tasks.
  • Maintain petty cash with accurate documentation of receipts and reimbursements.
  • Receive and post payments, fees, and other miscellaneous payments.
  • Balance cash daily and prepare and deliver bank deposits according to established procedures.

 OTHER DUTIES                                                                                                                                                                                                                                         

  • Perform other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

 COMPETENCIES                                                                                                                                                                                                                                         

  • Customer Service Focused.
  • Problem Solving/Analysis.
  • Attention to detail.
  • Flexibility.
  • Technical Capacity

SUPERVISORY RESPONSIBILITY                                                                                                                                                                                                                            None.

 WORK ENVIRONMENT                                                                                                                                                                                                                                       

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing systems and fax machines.

 PHYSICAL DEMANDS                                                                                                                                                                                                                                       

This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

 POSITION TYPE AND EXPECTED HOURS OF WORK                                                                                                                                                                                          This is a full-time position, and typical work hours are Monday through Friday 9:00 a.m. to 6:00 p.m. Ability to work other shifts, weekends, and holidays is required. Primary location is in Brookings; however, business needs may require working events and is subject to change.

 TRAVEL                                                                                                                                                                                                                                       

Occasional travel throughout the Beacon Broadband service territory.

 QUALIFICATIONS                                                                                                                                                                                                                                       

  1. High School Diploma and three years of customer service experience.
  2. Related education or training may substitute up to two years of experience.
  3. Telecommunications experience preferred.
  4. Valid Oregon driver’s license and insurability.

 ADDITIONAL ELIGIBILITY QUALIFICATIONS                                                                                                                                                                                                                                       

  1. Excellent oral and written communication skills.
  2. Proficiency in Microsoft Office products, data entry, and internet.
  3. Must use good judgement and discretion and able to keep information confidential.
  4. Reliable transportation for getting to work.
  5. Must be free from illegal drugs; may be subject to random and /or suspicion testing.

 

The specific statements reflected in each section of this position description are not intended to be all-inclusive, but rather the basic elements and criteria considered being necessary in order to satisfactorily perform the duties associated with the position.

Beacon Broadband is an Equal Opportunity Employer.

Please inform Human Resources at 541-332-8835 or hr@cooscurryelectric.com if you require an accommodation in order to participate in the application process.