Customer Service Representative
The Customer Service Representative will provide one call resolution to all customer needs. The Customer Service Representative is part of the Customer Service Team and will be motivated and passionate about providing exceptional service to our customers. The Customer Service Representative will provide quality, memorable, personalized customer service that maximizes revenue by retaining customers through individualized care.
Job Duties:
Some expected duties include, but are not limited to:
• Provide information and education on our existing, new and updated telecommunication service offerings to our customers.
• Effectively assimilates information about products and services to answer customers’ questions accurately, completely and authoritatively.
• Works with the billing system and entering service orders.
• Resolve billing matters with the utmost respect to our customers.
• Accurately maintains billing system.
• Service order processing for new installations, disconnections, changes to existing accounts and moves of service.
• Ability to meet or exceed monthly sales goals.
• Outbound sales calls to include cold calling as required. • Ensure accuracy and confidentiality of all customer accounts.
• Assure with the highest integrity the importance of our customer’s privacy. • Adhere to the guidelines and regulations set by the MPUC.
• Ability to devise creative solutions when customer problems are unique and require an original approach.
• Ability to allocate time efficiently.
• Handles a high volume of customers effectively.
• Excellent time management and multi-tasking skills.
• Willing to meet high performance standards, performance metrics and goals in support of Oxford Networks’ vision and mission.
• Perform other related tasks as required.
INTERNAL: Maintain effective working relations working closely with the Customer Service team and the NOC team. Must establish and maintain an excellent team oriented relationship with all other Oxford Networks Departments. Willing to be a team player and demonstrate consideration for feelings and needs of others.
EXTERNAL: Responds to customer requests for information and assistance, and helps resolve customer concerns with a positive approach.
Qualifications:
• Possess excellent customer service and sales skills.
• Enjoys delighting customers.
• Possess excellent verbal and written communication skills. • Has empathy for the customer’s situation.
• Has “thick skin” and is able to handle complaints, even when handling unpleasant customers.
• Has a pleasant and friendly style
• Computer skills necessary possessing Word and Excel experience.
• Highly motivated. • Self-starter and able to work independently.
• Ability to work well with others.
• Possess excellent time management and multi-tasking skills
• Knowledge of the MACC system preferable but not required.
• Flexible and able to switch gears.
• Ability to effectively handle change. • Willing to learn industry regulations such as Chapter 290, 291 & 292 and other MPUC guidelines.
• Possess good organizational skills. • Able to work with all types of people and customers.
• Able to work with difficult customers at times.ate
Light Duty Assignments:
This position can be performed under light duty restrictions. Employee must be able to be in front of a computer for 8 hours a day. Will need to type and answer telephone calls.
Reports to:
Level 1 NOC TECHNICIAN
The candidate will serve as primary point of technical contact to Oxford Networks' telephone, dial up, DSL, email and video/cable customers for connectivity and service issues. They will be responsible for troubleshooting ISP, Telephony, Video and Fiber to the premise troubles. They will work closely with the Install & Repair Technicians, Central Office Technicians, and Contractors answering questions on trouble reports and installations. The candidate needs a strong background in telephony and ISP problem solving including working with Microsoft and Macintosh operating systems. Primary method of contact is inbound phone call; outbound calling is required for trouble follow up. NOC Technicians must be able to multi task duties throughout the day. Be a team player with a positive attitude towards other co-workers and customers. Must be motivated, self starter, and handle all situations in a professional manner.
Job Duties:
• Answering incoming calls and providing trouble resolution and/or technical support on Oxford Networks’ voice, video and data products.
• Potentially going to customer premise for additional technical support.
• Provisioning voice, video and data services.
• Document and follow up on customer troubles to ensure proper and timely resolution.
• Work closely with field technicians and other technical resources for trouble resolution.
• Other tasks as assigned by the NOC Manager or Team Leader
Job Requirements:
• Excellent verbal and written communications skills
• Excellent customer service skills
• Ability to work effectively in a fast paced environment
• Working knowledge of Internet connectivity and Email
• Self motivation with ability to contribute in a team environment
• Demonstrated multitasking skills
• Ability to learn quickly
• Strong PC skills
Education Requirements:
• A+, Cisco or Microsoft certifications a plus, but not required
• Associates degree preferred, will train the right candidate
Light Duty Assignments:
This position can be performed under light duty restrictions. Employee must be able to be in front of a computer for 8 hours a day. Will need to type and answer telephone calls.
Email resume to JOBS@oxfordnetworks.com or mail to: Oxford Networks
- JOBS, P.O. Box 7400, Lewiston, Maine 04243. No
phone calls please.
What
Oxford Networks Can Do for You or Your Company 1-888-342-7678 