Customer Service Agent

Job Title : Customer Service Agent
Department : Operations
Reports to : Sales Coach
Location : Rusk

Summary:

A Customer Service Rep uses tools on the computer to assess a dig site to determine if an area is safe for an excavator to dig without cutting cable or fiber optic lines, and maintains details records for the tickets.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties And Responsibilities include the following. Other duties may be assigned.

  • Handle all issues with diplomacy, tact, and respect.
  • Provide quality service to clients through a thorough knowledge of products and services.
  • Enter data into the computer database system.
  • Build strong relationships with team leaders and team members.
  • Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
  • Act as a role model at all times adhere to high ethical standards.
  • Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
  • Be flexible in an environment by championing and embracing change.
  • Follow all compliance guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and Company policy regarding slamming, cramming, and falsification of sales.

Knowledge of:

Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to:

Follow directions, enter information into a computer program, and learn new products and services to help determine if a ticket can be suppressed safely or not and read a map. Needs to be very detail-oriented and capable of piecing together information from several different applications at one time to match up to make a decision.

Education And/Or Experience:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations:

Valid drivers’ license or other Government-issued photo ID.

Physical Demands:

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.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

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