Technical Support Representative (Part-Time)

CDE Lightband • Clarksville, TN

9d

About The Position

CDE Lightband, the municipal power provider for the City of Clarksville, offers electric, television, Internet, and phone service to customers within the city limits. CDE Lightband serves over 85,000 metered homes and businesses with electric service and over 31,000 customers with broadband services over our Fiber to the Premise Network. We seek energetic, professional, and courteous individuals to join our Broadband Customer Support team part-time as Technical Support Representatives. The ideal candidate is knowledgeable or capable of training in broadband support for phone, internet, and cable and has a strong drive for exceptional customer experience.
The candidate is required to attend 6 weeks of training, Monday through Friday, between 8:00 a.m. and 5:00 p.m. (based on the training schedule).
Incumbents assist customers on all Broadband related issues; provide basic customer support; coordinate information between customers and after-hours personnel for service calls; answer general questions from customers related to CDE Lightband operations. Incumbents should be expected to work rotating schedules as needed to assist in 24 hours, 7 day a week service to customers. This is a part-time position to support the full-time associates.

Requirements

• High School Degree or Equivalent
• Experience in Customer Service, Call Center, Dispatch or similar high favored
• CPR/AED or ability to obtain upon hire
• Equivalent combination of education and experience sufficient to successfully perform the essential duties of the job also considered
• Knowledgeable of Customer service principles and practices
• Skilled in Basic Computer and related software applications
• Skilled in Operation of telephone devices, online chat, or other equipment, while communicating in a clear and coherent speaking or written voice;
• Skilled in Reading and comprehending training documents
• Skilled in Organizing and presenting data
• Ability to provide a high level of customer service through verbal and written communication
• Ability to work independently and individually, and to accept responsibility and account for his/her actions
• Ability to communicate clearly and concisely both written and through the spoken word.
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems
• Ability to pay attention to the minute details of a project or task
• Ability to identify and correct conditions that affect employee safety

Responsibilities

• Provide basic customer support for CDE Lightband broadband customers, answer general questions regarding CDE Lightband operations, record and accurately organize information regarding service issues, interruptions and outages; accumulate and organize information form automated outage management system, place and return calls to customers as needed; Conducting all work in a professional, courteous and civil manner with a helpful and friendly approach
• Coordinates and dispatches information between customers, data management system and after-hours personnel; Notify after-hours crews of outages, issues or other pertinent information; record information accurately;
• Prepares necessary reports and reporting; follows up on customer issues with appropriate business personnel; reports as needed
• Communicates and explains CDE Lightband billing, receipt and payment systems as needed
• Performs other duties as assigned of a similar nature or to provide assistance as needed

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees