Customer Service Representative

Firstsource
United States, Colorado, Colorado Springs
Nov 27, 2024
PLEASE READ THE ENTIRE POSTING BEFORE APPLYING Billings Representative REMOTE-but MUST live in Colorado Springs area (If your NOT a refferal) Start Date:Monday December 9th Training:9am-6pm MST Monday-Friday (4 weeks) Schedule: After training, your work schedule will be 9:30AM-6PM MST Hourly Rate:17$ per hour Equipment:MUST have your own PC/or Laptop during training. Equipment will be provided upon completion of training. SUMMARY Under general supervision and direction, this job is responsible for taking care of the service needs of SparkLight customers in a professional, courteous, and efficient manner by performing the following duties. ESSENTIAL DUTIES AND RESPONSIBILITIES Handle's high in-bound call volume covering a full range of customer service inquiries. (Upgrades/downgrades of service, payment taking, retention, sales, and billing) Responds to in-bound customer calls and assists customers with billing related needs. Provide customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment. Correct errors or discrepancies in customer billings as necessary. Process customer transactions and respond to inquiries in a responsive, timely and accurate manner. Enter account information into the billing system with a high degree of accuracy to execute transactions. Participate in ongoing training to increase skill level and productivity. Maintain and sustain all Cable One 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 Cable One products, services and their features. Works with customers to achieve customer satisfaction by meeting their needs with Cable One products and services. Applies all sales and service skills/techniques acquired from the Standard Operation Procedure during all interactions with customers. Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position. EDUCATION and/or EXPERIENCE: 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. LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, and other associates of the organization. MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. OTHER SKILLS AND ABILITIES Requires excellent oral and written communication skills while assisting and interacting with Cable One customers and associates. Data entry and computer skills preferred. Requires the ability to operate office equipment (copiers, phones, computers, etc.). Requires efficient and accurate processing of money while adhering to privacy protection laws. The position requires the ability to learn and stay informed of products and services offered by SparkLight.