Customer Service Rep

Job Description:

Job Description



*This is an in-office position

*

At Cable One and our family of brands, we keep our customers and associates connected to what matters most.

For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

The Customer Service Representative will serve as a role model/mentor and provides leadership in the areas of customer service.

This position will operate from the office located in Anniston AL

What you will do to contribute to the company's success


* Handles high in-bound call volume and chat line covering a full range of customer service inquiries.

(Upgrades/downgrades of service, video troubleshooting, modem registration and billing).


* Responds to inbound customer calls and assists customers face-to-face in the front office as needed.


* Provides customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment.


* Correct errors or discrepancies on customer billings as necessary.

Process customer transactions and respond to inquiries in a responsive, timely and accurate manner.


* Enter account information into billing system with a high degree of accuracy to execute transaction.


* Participates in ongoing training to increase skill level and productivity.


* Maintains and sustain all Fidelity Communications' CSR performance expectations as related to Quality Assurance, CSR scorecard metrics (such as Availability, Talk Time, etc.), attendance and one-call resolution goals.


* Maintains working knowledge of all Fidelity products, services and their features.


* Works with customers to achieve customer satisfaction by meeting their needs with Fidelity products and services.


* Applies all sales and service skills/techniques acquired from the Standard Operation Procedure during all interactions with customers.


* Note: All the essential functions of this position are not included in this posting.

Qualifications


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


* Requires excellent oral and written communication skills while assisting and interacting with Fidelity's customers and associates.


* Strong data entry and computer skills.


* Requires the ability to operate office equipment (copiers, phones, computers, etc.).


* The position requires the ability to learn and stay informed of products and services offered by Fidelity.

Core Competencies


* Committed: Values each and every customer, while working hard to keep their business and support our communities.


* Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise...