Customer Service Support

Buckeye Broadband•Northwood, OH

10d•Onsite

About The Position

The Customer Service Support interacts with customers via chat, social media, written correspondence, or email and maintains ownership of all unresolved problems referred to them. They are responsible for working as a member of the team responding to all electronic and written correspondence in a professional and timely manner as outlined by the Customer Service Management Team. Additionally, Customer Service Support is responsible for establishing all company monitor and house accounts, prewires, can we serve, and processing all third-party orders coming into the department. The Customer Service Support must demonstrate a strong knowledge of the company’s practices and procedures and must be able to perform the basic job duties of the UB1, UB2 and Sales Retention Specialist, with regards to servicing customers’ inquiries. The Customer Service Support possess excellent customer service, sales, and organizational skills in their everyday work practice and must demonstrate the ability to work closely with Buckeye customers and all employees of Customer Operations to provide excellent service to every customer. The Customer Service Support reports directly to the Manager, Customer Service Support. There are no direct reports on this position.

Requirements

High School Diploma/GED – required.
History of excellent written communication skills – required.
Ability to perform the basic job functions of the UB1 and Sales Retention Specialist - required.
Agile – Embraces change; adaptable and flexible; sense of urgency.
Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo.
Customer Focused – External/Internal; Creates exceptional customer experience; demonstrates a sales and service mentality.
Collaborative – Teamwork, Initiative-taking, knowledge sharing, Constructive Conflict.
Accountable – See it, own it, solve it, do it; Hold each other accountable.
Delivering High Quality Work – Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
Integrity/Ethics/Confidentiality – Acts consistently with personal standards of ethical judgment. Acts to protect and do not violate or compromise confidential information. Appropriately and consistently complies with policies and procedures. Deals with others in a straightforward and honest manner.
Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
People Skills – Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback, and manages constructive criticism.
Prioritizing & Organizing Work – Allocates time and attention based on what is most important to achieve key goals and objectives. Effectively organizes and balances tasks and priorities to keep multiple projects on track.
Demonstrate a positive attitude under pressure to residential and business customers & co-workers.
Verbalize an interest and commitment to meeting the goals of the Buckeye Companies.
Ability to negotiate toward resolution of issues.
Verbalizes a commitment to quality customer service.
Excellent work attendance record.
Background record that meets Company standards.
Reliable means of transportation always.
Present professional appearance and demeanor.
Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
Valid driver’s license and driving record that always meets company standards (used if driving is required)

Responsibilities

Responding to all Residential customer emails presented to the company within 24 hours as assigned.
Responding to all written Residential correspondence presented to the company from customers within two business days.
Communicating real-time with customers using chat software as assigned.
Monitoring and responding to assigned Social Media tasks.
Processing all Toastnet orders within 24 hours, accurately adding, deleting, or changing customers account/billing information.
Answering all incoming ACP calls and setting up all orders accurately.
Establishing all new monitor accounts or making widespread adjustment on established monitor or house accounts for the company.
Process third party commission reporting; Bridgevine, Allconnect, Clear link.
Generating the disconnect work order for all winbacks presented to our system daily.
Research FCC, Better Business Bureau, and Executive Team customer complaints.
Research and confirm the correct E911 information for Intrado, Neustar and NPAC into the billing system.
Verifying third party verification is completed successfully for all ported phone orders.
Accurately adding, deleting, or changing TEL customers’ directory listing information for Residential customers.
Ordering, rescheduling, and billing of prewires.
Processing all can we serve requests, adding serviceable addresses into the billing system.
Auditing accounts and submitting errors to the appropriate departments/supervisors.
Monitoring bulk and Business accounts for non-pay activity and placing call outs.
Answering all incoming customer/employee calls.
Providing support to internal departments for advanced customer account issues and questions.
Working as a member of the team to consistently meet and exceed the Buckeye Broadband Standards of Performance.
Collaborating continuously with coworkers as a team to achieve the goals of Buckeye Broadband and the tasks assigned to the Customer Service Support team.
Servicing customers efficiently and thoroughly in a positive manner as outlined by the Customer Service Support, and Director.
Actively pursuing the unauthorized use of our cable services.
Working on special projects or assignments as assigned by the Customer Support Management team.
Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, always.
Performing any miscellaneous department duties as needed.