Universal Service Representative

Citadel • Saipan, MP

1d • Onsite

About The Position

The Universal Service Representative serves as the first line of contact with IT&E customers, receiving and initiating residential, business, government, Internet, and cellular customer contacts by telephone, personal contact, and correspondence. The Universal Service Representative will make every effort to assist customers and resolve any equipment or service related problems within the scope of the Company's capabilities and policies.

Requirements

• High School Graduate with evidence of computer technical education or training.
• Two years of work experience in a customer service-oriented business environment
• Must be able to type 45 wpm to effectively service customers, particularly during peak periods.
• Knowledge of administrative and clerical procedures and systems such as computer operations, managing files and records, designing forms and other office procedures and terminology
• Knowledge of basic tenets of good telephone etiquette
• Knowledge of customer service and problem resolution techniques
• Knowledge of principles and concepts of teamwork, work-related goal setting and resource management
• Skills in operating and explaining the operation of handsets, smart-phones, air cards and other telecommunications devices
• Skills in handling customer queries and problems in a non-confrontational manner that leads to customer satisfaction and problem resolution
• Skills in use of standard office furniture and equipment, which may include use of a cash register.
• Skills in use of personal computer hardware and Microsoft software programs to include MS Excel, Access, MS Outlook, and Word
• Ability to work in an air-conditioned office environment.
• Ability to learn and be capable of explaining the Company's telecommunications service programs, products, and services.
• Ability to communicate naturally and pleasantly in fluent English in a polite, clear, concise and accurate manner
• Ability to perform in a self-directed, creative, and forward-thinking manner, demonstrating alertness, attention to detail and a logical thought process
• Ability to provide a high level of customer service
• Perform overtime work, as needed

Responsibilities

• Handle customer inquiries and requests regarding new service offerings, enhanced/additional service, or discontinuation of service, pending service orders, billing and collection matters, rates, regulations, policies and all other telecommunications activities, inclusive of residential, single and multi-line service accounts, business and government accounts, special services and enterprise services.
• Process directory listing for all residential, business and government accounts.
• Determine customers' communication requirements and offer recommendations for satisfying customers' product and service needs.
• Access appropriate switches for activation, reactivation and deactivation of cellular, landline, data, dedicated Internet Access and other switch feature services.
• Initiate sales effort to achieve established sales objectives which may include vertical services, internet and cellular. Equipment sales may include upscale and small business products.
• Prepare and issue service orders and correspondence regarding customer service and other matters.
• Issue adjustments as required and approved.
• Conduct special analyses and investigations to satisfy customer and company-initiated inquiries.
• May review accounts for treatment and collection agency activity
• Establish credit information and interface with customers on collection of delinquent accounts through collection calls and correspondence.
• Assists in collection of billed and unbilled revenue.
• Maintain various records on equipment and service.
• Perform routine posting and filing activities.
• Prepare, maintain and/or submit daily and monthly reports in conjunction with standards of performance, requisitions, receipts and other related forms.
• Coordinate and cooperate with other operating and administrative groups as required to accommodate service demands and requirements; participate with the Marketing Department in community promotions.
• Serve as cashier as needed and assigned.
• Receiving and processing customer payments for account services
• Receiving and processing payments for telephone unit and accessory invoices received from Universal Service Representative
• Receiving payments and processing reconnection service orders
• Selling Pre- and Post-paid cards, SIM cards and other company products
• Inputting payments from the drop-box, mail-in and other collections
• Closing, balancing, and securing all sales for the day; preparing and submitting all moneys received and the daily batch report to the Accounting Support Technician for verification
• Reconciling all transactions and receipts with the Accounting Support Technician
• Cross-train other Universal Service Representatives in various aspects of this position to prepare them to fill in as needed and for possible succession.
• Assist other staff and functional areas in their areas of responsibility, as needed.
• Perform other related duties or tasks as assigned or required.

Benefits

• Competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location.
• Eligible employees may receive discretionary bonuses based on both company performance and individual achievements.
• Benefits and programs are designed to meet the needs of our employees and are benchmarked to the market.
• Detailed information regarding compensation and benefits will be shared during the hiring process.

What This Job Offers

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