Customer Service Specialist

***EXTERNAL APPLICANTS ONLY***

As the municipal power provider for the City of Clarksville, CDE Lightband delivers essential electric, television, internet, and phone services to our community. Our infrastructure supports over 83,000 electric meters and 32,000 broadband customers via our advanced Fiber-to-the-Premises network. We are seeking a professional, energetic, and courteous individual to join us in our mission to provide world-class service.

Our Customer Service Specialists provide customer service for multiple services and provide sales information on optional services with several service levels. Responsibilities may include responding to questions; providing information on multiple available services, service packages, and related fees; retrieving data from electronic and physical records; establishing and closing customer accounts; entering transactions; collecting a variety of fees; processing service changes and related transactions; balancing cash receipts; preparing, dispatching, and scheduling service orders; and completing related clerical tasks.

Customer Service Specialist

Team/Division:

Customer Service / Customer Resources

Reports To:

Customer Service Supervisor

Job Status:

Full Time

Work Schedule:

Varies: 8:30 AM - 5:30 PM

Pay Status:

Salary

FLSA Status:

Non-Exempt

Pay Grade:

5

Created/Updated:

July 2017

Job Summary

Incumbents provide customer service for multiple services and provide sales information on optional services with several service levels. Responsibilities may include responding to questions; providing information on multiple available services, service packages, and related fees; retrieving data from electronic and physical records; establishing and closing customer accounts; entering transactions; collecting a variety of fees; processing service changes and related transactions; balancing cash receipts; preparing, dispatching, and scheduling service orders; and completing related clerical tasks.

Essential Duties and Responsibilities

• Provides accurate, detailed, and timely responses to inquiries from the general public, including both electric and broadband customers, agencies, and business partners, with a variety of information regarding multiple services and service levels. This includes, but is not limited to, responding to questions regarding new customer connects and disconnects, service packages and related fees, service changes, billing questions, and similar scenarios. Conducting all work in a professional, courteous, and civil manner with a helpful and friendly
• Processes and records a variety of basic accounting transactions using CDE Lightband billing rates and software, including establishing and closing customer accounts, entering and processing transactions, retrieving account data, balancing cash receipts, and preparing related records.
• Works to maintain customer relationships by proactively identifying sales opportunities by utilizing knowledge of broadband incentives, equipment, and options available; Informs potential customers of potential equipment and package options for Broadband services; Identifies Opportunities for selling additional services available, while maintaining a friendly, professional, and courteous demeanor to provide proactive customer service at all times
• Performs basic office duties, such as copying, filing, faxing, typing standard documents, preparing, sorting, and distributing mail, and entering
• Prepares a variety of operational records and basic reports
• Performs other duties as assigned, of a similar nature, or to provide assistance as needed

Qualifications

Education

High School Degree or Equivalent

Experience

2 years of experience in Customer Service, Call Center, Dispatch, or similar, Broadband

Telecommunications or utility experience is highly favored

Certifications & Licenses

CPR/AED or ability to obtain upon hire

Other Requirements

Bilingual in English & Spanish is highly preferred but not required.

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job is also considered

Knowledge, Skills, and Abilities

• Knowledgeable of and Skilled in Customer service principles and practices
• Knowledgeable in sales practices and principles
• Knowledgeable of billing and accounting software
• Knowledgeable of CDE Lightband Services, Packages, and Equipment, and able to communicate clearly
• Skilled in Basic Computer and related software applications
• Skilled in the Operation of telephone devices, online chat, or other equipment, while communicating in a clear and coherent speaking or written voice;
• Skilled in comprehending and explaining billing statements and histories, Complex Billing practices and policies, and utilizing the necessary supporting software
• Skilled in Customer Sales Practices and Techniques, utilizing strong Customer Service Principles
• Skilled in reading and comprehending training documents
• Skilled in organizing and presenting data
• Ability to provide a high level of customer service through verbal and written communication
• Ability to work independently and individually, and to accept responsibility and account for his/her actions
• Ability to communicate clearly and concisely, both orally and in writing
• Ability to pay attention to the minute details of a project or task
• Ability to identify and correct conditions that affect employee safety
• Ability to show consideration for and maintain good relations with others
• Ability to utilize the available time to organize and complete work within the given time period

Physical Demands

Fingering (fine dexterity)

F

Lifting/Carrying

Other:

Handling (grasping, holding)

F

Under 10 lbs

F

Use of a headset

F

Repetitive Motion

F

11-20 lbs

O

Ability to identify colors independently of others

Reaching

O

21-50 lbs

R

R

Climb

N

51-100 lbs

N

Crawl

N

Over 100 lbs

N

Extended Periods of Sitting

F

Kneel

R

Pushing/Pulling

Squat

R

Under 10 lbs

F

Speaking clearly to be understood on the telephone & hearing a response

Sit

C

11-20 lbs

O

C

Stand

F

21-50 lbs

R

Bend

F

51-100 lbs

N

Walk

C

Over 100 lbs

N

Legend: N = Never; R = Rarely; O = Occasional (1% - 33%); F = Frequent (34% - 66%); C = Constant (over 66%)

Working Conditions: Indoor office position

Additional Note

The above job description is intended to represent only the key areas of responsibility; specific position assignments will vary depending on the department's business needs.

All employees in pursuit of their job duties should demonstrate the behaviors of the Code of Ethics and the CDE Lightband Mission & Vision.

EEO Compliant. TN Drug-Free Workplace. E-Verify & i9 Participant. Equal Opportunity Employer.