Description Provide front-line technical assistance to users of Conway Corporation video, data, voice, security, electrical, water, and wastewater services. Also, receive calls from work crews to communicate outages or planned maintenance in areas that affect customers.
Requirements REPRESENTATIVE RESPONSIBILITIES :
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and social media inquiries for technical support from customers, including, but not limited to, assisting with connection issues, aiding customers with e-mail set-up, programming modems, setting up accounts, trouble-shooting video problems, and problem resolution
- Interview customers to collect information about inquiries or problems, resolving issues tactfully and expeditiously within the policies and procedures of the Corporation.
- Handles problem recognition, research, isolation, resolution, and follow-up for routine customer problems, referring more complex problems to the supervisor or technical staff.
- Logs and tracks calls, maintains history records and related problem documentation and prepares reports for management as needed.
- Actively listen to customer concerns ask questions to determine customer needs and recommend Conway Corp products to satisfy customer needs.
- Create work orders for electric, water, video, data, voice, and security orders or phone calls.
- Prepares change of address records and issues service discontinuance orders.
- Follow communication procedures, guidelines, and policies.
- Meet personal and customer service team sales and productivity goals.
APPLICANT REQUIREMENTS: EDUCATION, WORK EXPERIENCE, AND PEOPLE SKILLS: - High school diploma or equivalent.
- Strong customer service skills, including courteous telephone etiquette and professionalism, exhibiting patience and empathy under pressure.
- Excellent communication and organization skills with an emphasis on customer service and the ability to multi-task, prioritize, and manage time effectively.
TECHNICAL SKILLS: - Working knowledge of the Internet, including but not limited to web browsers, email programs, and social media.
- Working knowledge of Wi-Fi-connected devices, including but not limited to TVs, streaming devices, smartphones, tablets, household appliances, health and fitness monitors, gaming consoles, and printers.
- Working knowledge of operating systems including, but not limited to Windows, iOS, and Android.
- Ability to use job-specific computer software, programs, phone systems, and applications concurrently.
- Identifies and understands issues and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions
OTHER: - Ability to work evenings, weekends, and non-standard hours as part of a regular schedule.
- Ability to work effectively during periods of constraints and without direct supervision.
- Regular and punctual attendance.