Customer Service Support

Job Description

Job Description

Description:

Customer Service Support

Job Code
118

FLSA Status
Nonexempt

BCI Company

Position Summary

Customer Service Support interacts with customers via Chat, Social Media, written correspondence, or email and maintains ownership of all unresolved problems referred to them. They are responsible for working as a member of the team to respond to all electronic and written correspondence in a professional and timely manner as outlined by the Customer Service Support Management Team. Additionally, the CSS is responsible for establishing all company monitor and house accounts, prewires, Can we Serves, and processing all 3rd party orders coming into the department.

The CSS must demonstrate a strong knowledge of the company’s practices and procedures and must be able to perform the basic job duties of the Sales, and TSS, with regards to servicing customers’ inquiries. The CSS possess excellent customer service, sales, and organizational skills in their everyday work practice and must demonstrate the ability to work closely with Buckeye customers and all employees of Customer Operations to provide excellent service to every customer.

The CSS reports directly to the Supervisor, CSS.

There are no direct reports to this position.

ESSENTIAL JOB FUNCTIONS

The CSS is accountable for the following items for both Telesystem and Buckeye Phone:

• Responding to all Residential and Business Class customer emails presented to the company within 24 hours as assigned;
• Responding to all written Residential and Business Class correspondence presented to the company from customers within 2 business days;
• Communicating real-time with customers using Chat software as assigned.
• Monitoring and responding to assigned Social Media tasks;
• Process all Toastnet orders within 24 hours, accurately adding, deleting, or changing customers’ account/billing information;
• Answering all incoming sales calls to the Business Class queue; setting up all orders accurately
• Process all Business Class changes of ownership contracts;
• Establishing all new monitor accounts or making widespread adjustments on established monitor or house accounts for the company;
• Process third party commission reporting; Bridgevine, Allconnect, Clearlink etc.;
• Generating the disconnect work order for all winbacks presented to our system daily;
• Research FCC, Better Business Bureau, and Executive Team customer complaints;
• Research and confirm the correct E911 information for Intrado, Neustar and NPAC into the billing system;
• Verifying third party verification is completed successfully for all ported phone orders;
• Accurately adding, deleting, or changing TEL customers’ directory listing information for Residential and Business Class customers;
• Ordering, rescheduling, and billing of prewires
• Processing all Can we Serve requests, adding serviceable addresses into the billing system;
• Completing the order entry process for all 3rd party orders coming into the department;
• Communicating real-time with MDU customers regarding account activity, accurately adding, deleting, or changing customers account/billing information;
• Responding to MDU sales leads, ensuring eligibility per the applicable agreement(s) and entering the order into our customer database(s);
• Auditing accounts and submitting errors to the appropriate departments/supervisors
• Processing MDU contracts; verifying the accuracy of the MDU property database (unit #s, addresses, etc.);
• Processing yearly MDU rate increases along with seasonal activity;
• Generating RGU reports to process sales commissions, door fees and revenue shares for the MDU owner/operators in alignment with their applicable agreement(s);
• Monitoring bulk accounts for non-pay activity and placing call outs;
• Answering all incoming customer/employee calls directed to the Support Services Representative queue;
• Providing support to internal departments for advanced customer account issues and questions;
• Work as a member of the team to consistently meet and, where possible, exceed the Buckeye Broadband Standards of Performance;
• Working continuously with coworkers as a team to achieve the goals of Buckeye Broadband and the tasks assigned to the CSS team;
• Servicing customers efficiently and thoroughly in a positive manner as outlined by the CSS Manager, Supervisor (s) and Director;
• Actively pursuing the unauthorized use of our cable services;
• Working on special projects or assignments assigned by the CSS Management team;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, always;
• Performing any miscellaneous department duties as needed

JOB REQUIREMENTS

Education and Experience

• High School Diploma/GED – required
• History of excellent written communication skills – required
• Ability to perform the basic job functions of the CRR, TSS, and Residential Sales Specialists – required

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies

• Delivering High Quality Work – Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
• Integrity/Ethics/Confidentiality – Acts consistently with personal standards of ethical judgment. Acts to protect and does not violate or compromise confidential information. Appropriately and consistently complies with policies and procedures. Deals with others in a straightforward and honest manner.
• Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
• Interpersonal Skills – Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
• Prioritizing & Organizing Work – Allocates time and attention based on what is most important to achieve key goals and objectives. Effectively organizes and balances tasks and priorities to keep multiple projects on track.

Skills

• Delivering High Quality Work – Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
• Integrity/Ethics/Confidentiality – Acts consistently with personal standards of ethical judgment. Acts to protect and does not violate or compromise confidential information. Appropriately and consistently complies with policies and procedures. Deals with others in a straightforward and honest manner.
• Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
• Interpersonal Skills – Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
• Prioritizing & Organizing Work – Allocates time and attention based on what is most important to achieve key goals and objectives. Effectively organizes and balances tasks and priorities to keep multiple projects on track.

Other Requirements

• Demonstrate positive attitude under pressure to residential and business customers & co-workers
• Verbalize an interest and commitment to meeting the goals of the Buckeye Companies
• Ability to negotiate toward resolution of issues
• Verbalizes a commitment to quality customer service
• Excellent work attendance record
• Background record that meets Company standards
• Reliable means of transportation at all times
• Present professional appearance and demeanor;
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
• Valid driver’s license and driving record that meets company standards at all times (used if driving is required)

PHYSICAL DEMANDS

Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of XX lbs. is occasionally needed.

WORKING CONDITIONS

The CSS is a non-exempt position. The regular working hours of the CSS are five, eight-hour days weekly scheduled during the hours of 7:00 AM and 10:00 PM, daily. Additional hours as needed will be assigned to ensure the proper operation of the division.

Lunch and dinner breaks are assigned daily

Due to the Company’s need to provide consistently high-quality customer service and employee reinforcement training, the Company, as a standard practice, periodically monitors transactions between Support Services Representatives and the customers;

Due to the limited number of people working in this job group, an employee who has approved intermittent leave will be temporarily reassigned to a larger work group where the loss of attendance will not cause as great of a hardship for the business. When the intermittent leave has expired, the employee will be reassigned to their position as a Support Services Representative.

The CSS is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to their supervisor.

The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.

The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company change.

USE OF COMPANY RESOURCES, EQUIPMENT AND CONFIDENTIAL INFORMATION

Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.