Customer Care Representative

Company Name:
The primary goal of the Customer Care Representative is to promote the organization's sales culture by providing quality service to customers in account activation, maintenance, billing, problem solving, modification, and enhancement.
Communicate professionally with customers in person, via telephone live chat, or mail regarding service orders, billing inquiries, phone service, high-speed data service, and programming
Sell new service and attempt to upgrade existing customers; may be required to meet sales goals
Understand and have working knowledge of the Amdocs billing system, as well as our multi-line telephone system in order to provide efficient problem-solving for all customer contacts
Operate contact tracking notes, customer comments, warnings and alerts to review customer account information, consistently and accurately input data regarding customer accounts, history, service and billing
Utilize basic knowledge of computer and computer, Internet, and television services to provide Level I technical support
Maintain a consistent standard in regards to published departmental customer support standards and quality assurance measurements
Progress in training, complete training initiatives including Basic, Advanced and HSDS Certifications
Process customer payments and accurately follows batching procedures
Competently use a PC with Windows XP, Word, Excel, and Outlook, along with other related software
Ability to work evenings and weekends as a part of a regular schedule and/or dictated by business needs
Identify and work to prevent, to the extent possible, problems and roadblocks
Troubleshoot problems with accounts, apply judgment in analyzing and resolving problems, generate new ideas to meet customer needs
Complete routine work without instructions, show initiative to improve processes and products
Collaborate and communicate with other departments to ensure customer satisfaction
Demonstrate high ethical standards, strong work ethic with an emphasis on team commitment, show respect for others, acknowledge and build on others ideas, and support group decisions
Other functions that may be assigned
Ability to professionally interact with customers and co-workers
Ability to communicate effectively both verbally and in writing
Basic understanding and working knowledge of computers (PC) w/Internet literacy preferred
Knowledge of a variety of computer software applications including Word, Outlook, Excel and Windows
Cable television experience preferred, but not required
Cash handling & balancing a plus
High school diploma or equivalent
Successful criminal background check and pre-employment drug testing is required prior to the beginning of employment
Frequently Sit and/or stand for long periods of time
Frequent use of keyboard and computer screen
Occasionally lift and carry 25 pounds
Date: 2014-04-30
Country: US
State: OR
City: Bend
Postal Code: 97701
Job Type: Regular Full-Time

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