Customer Care Representative

Citadel • Saipan, MP

6d

About The Position

Under the supervision of the Customer Care Supervisor, the Customer Care Representative serves as a telephone point of contact for requests for new or additional residential and/or small business landline, cellular, or internet service; discontinuance of service; and complaints and inquiries concerning service, rates, billing, regulations, and policies. The Representative sells telecommunications products and services during telephone customer contacts, using diligent sales efforts and advising customers of promotions with printout ads and FAQs when appropriate.

The Representative handles call-center telephone calls for both CNMI and Guam, including customer-service inquiries about landline, cell phone, and internet accounts, and prepares 611 repair service reports. This role is part of a 24-hour, 7-day-per-week operation and involves shift work and possible overtime.

Requirements

• High school graduate or equivalent.
• One year of experience as a telephone operator and in customer-service-related work.
• Ability to type 55 words per minute.
• Must be a U.S. citizen.

Responsibilities

• Process customer service requests through the service order process, including internet service, additional services, disconnections, and service changes.
• Answer customer inquiries about service offerings, rates, charges, billing, collections, toll inquiries, regulations, policies, procedures, complaints, and related matters.
• Sell products and services by telephone to achieve established sales objectives, including during self-initiated customer contacts, referrals, and customer call-ins.
• Make courtesy calls to customers for verification, follow-ups, or company initiatives.
• Use a web-based application to communicate with customers and other departments by email, access online bill inquiries and payments, and create support tickets for customer inquiries or complaints.
• Use the CostGuard billing system to view CNMI customer accounts and billing, make account corrections and adjustments, review account and call history, and enable or disable features.
• Use the CostGuard Care and Client interface for updates, reconnections, suspensions, and viewing customer information.
• Answer 611 repair-service trouble calls, gather details for complete trouble reports, create trouble tickets using the AS400 computer terminal, and provide follow-up information to customers as needed.
• Meet time objectives set by the Public Utilities Commission and quality objectives set by management, including answer-time and quality objectives for contracted call-center services.
• Refer customer complaints or emergency calls to the appropriate internal or external party and maintain detailed records of emergencies.
• Coordinate and cooperate with operating and administrative groups to meet service demands and requirements.
• Cross-train other staff in aspects of the position so they can provide coverage as needed.
• Perform other related duties or tasks as assigned or required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED