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Customer Service Representative

Position Summary and Objectives:
1. To focus on customer service in such a manner as to enable EMPOWER to serve its customers in a courteous, and efficient manner.
2. To act as a liaison between customers and Broadband technicians in order to better handle any technical issues that may arise.
3. To understand Broadband services and fees in order to assist billing and accounting with handling customer accounts.
4. To promote Broadband services in a manner that helps to boost the public image of EMPOWER in the communities we serve.
Reporting Relationship:
Reports to: Broadband Office Manager
Responsibilities and Authorities:
Performs Personally:
1. Meets, directs, and addresses customers and the public.
2. Receives payments from consumers and prepares counter receipts for any payments without a bill or for any accounts receivables.
3. Operates cash register and sees that cash is available for proper change.
4. Assists in handling, by telephone or through personal contact, any inquiry or complaint about broadband bills, over-read meters, and other adjustments that may have affected customer’s bills.
5. Assist customers with service applications for phone, DSL, and fiber.
6. Trouble shoot customer issues related to fiber, phone, and DSL.
7. Assist technicians by assembling / configuring DSL AND fiber equipment for installations and replacements.
8. Provides information on installations, removals, billing, fees, and transformer records as requested.
9. Update system and keep supervisor informed of delinquent accounts collected.
10. Operates computer terminal - enters designated data following proper procedures and makes inquiries for data such as daily collections and account information.
11. Maintains familiarity of EMPOWER service boundaries and reading system maps.
12. Processes all memos of information pertaining to broadband accounts and address changes.
13. Processes disconnect notices for EMPOWER as required.
14. Receives applications for services and prepares the required service order according to established procedure.
15. Answers telephone to take service calls for new services, disconnections, transfers, address changes, and trouble calls.
16. Balances cash to register and prepares bank deposits.
17. Provides secretarial service, including but not limited to typing, filing, forms and report preparation.
18. Keeps up to date on rates, service terms and conditions, and other general requirements.
19. Reports to supervisor any supplies and equipment needed.
20. Maintains a valid Virginia driver's license applicable to all types of vehicles he/she may be required to operate and maintains acceptable insurability by EMPOWER’s insurance carrier.
21. Employee may be required to obtain an endorsement to their driver's license to comply with the Virginia Motor Carrier Safety Regulations, which includes but is not limited to a physical examination, written examination, road test, and driver's record check at prescribed intervals.
22. Adheres to safety regulations as set forth by EMPOWER. Obtains certification in First Aid and CPR. Regularly attends safety meetings and participates in safety programs. Reports all eminent danger situations immediately to supervisor.

23. Promotes safe working habits and uses all protective equipment as prescribed by EMPOWER’s policies and procedures.
24. Secures approval from Supervisor in making decisions when policies or procedures require interpretation.
25. Exercises initiative and judgment in making decisions, remembering that EMPOWER’s best interest can be affected by his/her actions.
26. Recommends suggestions for the improvement of operation and efficiency.
27. Keeps workspace and equipment in a neat and orderly manner.
28. Performs other duties as may be assigned or directed by supervisor.

Customer Service Specialist Requirements:
Education:
A high school diploma or GED is required. An associate's degree in business, business administration, or a related field is preferred. Additional experience above the minimum requirement may be substituted for a portion of the educational requirement.
Experience:
Three years’ experience in general office work is required. Prior experience in combining public contact with general office duties including typing, filing, operating computer terminal, and bookkeeping is preferred. Additional education above minimum requirements may be substituted for a portion of the experience requirement.
Job Knowledge:
Knowledge of general office practices and procedures is required. Must have ability to acquire an understanding of EMPOWER’s policies and procedures within a reasonable length of time.
Abilities and Skills:
Good communication skills are required. Must have ability to acquire specific job skills within a reasonable time frame. Must have the ability to:

Work with others as part of a team in an office environment.
Demonstrate typing accuracy and neatness at 50 wpm.
Handle workflow in an organized manner.
Handle confidential information.
Demonstrate proficiency in business math.
Operate standard business machines.
Schedule work and meet deadlines.
Compose correspondence.
Communicate well over telephone using pleasant manner.
Operate computer system as it pertains to data entry requirements within the areas of work assigned.
Use personal computer software, including spreadsheets, word processors, and e-mail.
Deal with people in stressful situations.
Must possess a valid Virginia driver's license applicable to all types of vehicles he/she may be required to operate and maintain acceptable insurability by EMPOWER’s insurance carrier.

Working Conditions:
Usual office conditions. Occasional overtime may be required. Regular hours of work with irregular volumes of transactions. Little or no travel is required.
Customer Care Specialist Job Description Addendum:
The primary responsibilities and essential functions of this job position are:
1. Receives customer payments and accurately applies to the appropriate account
2. Promotes public relations of EMPOWER by providing cheerful, courteous, and helpful service to customers
3. Operates computer terminal for accurate and efficient data entry and retrieval
4. Provides clerical support and maintains files for efficient accessibility of customer records

This job description is not intended to be all-inclusive. An employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required.
MEC reserves the right to revise or change the job responsibilities as the need arises. This job description does not constitute a written or implied contract of employment, other than an "at will" employment relationship.

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