***EXTERNAL APPLICANTS ONLY***As the municipal power provider for the City of Clarksville, CDE Lightband delivers essential electric, television, internet, and phone services to our community. Our infrastructure supports over 83,000 electric meters and 32,000 broadband customers via our advanced Fiber-to-the-Premises network. We are seeking a professional, energetic, and courteous individual to join us in our mission to provide world-class service.Our Customer Service Specialists provide customer service for multiple services and provide sales information on optional services with several service levels. Responsibilities may include responding to questions; providing information on multiple available services, service packages, and related fees; retrieving data from electronic and physical records; establishing and closing customer accounts; entering transactions; collecting a variety of fees; processing service changes and related transactions; balancing cash receipts; preparing, dispatching, and scheduling service orders; and completing related clerical tasks. Customer Service Specialist Team/Division:Customer Service / Customer ResourcesReports To:Customer Service SupervisorJob Status:Full TimeWork Schedule:Varies: 8:30 AM - 5:30 PMPay Status:SalaryFLSA Status:Non-ExemptPay Grade:5Created/Updated:July 2017Job SummaryIncumbents provide customer service for multiple services and provide sales information on optional services with several service levels. Responsibilities may include responding to questions; providing information on multiple available services, service packages, and related fees; retrieving data from electronic and physical records; establishing and closing customer accounts; entering transactions; collecting a variety of fees; processing service changes and related transactions; balancing cash receipts; preparing, dispatching, and scheduling service orders; and completing related clerical tasks.Essential Duties and ResponsibilitiesProvides accurate, detailed, and timely responses to inquiries from the general public, including both electric and broadband customers, agencies, and business partners, with a variety of information regarding multiple services and service levels. This includes, but is not limited to, responding to questions regarding new customer connects and disconnects, service packages and related fees, service changes, billing questions, and similar scenarios. Conducting all work in a professional, courteous, and civil manner with a helpful and friendly Processes and records a variety of basic accounting transactions using CDE Lightband billing rates and software, including establishing and closing customer accounts, entering and processing transactions, retrieving account data, balancing cash receipts, and preparing related records.Works to maintain customer relationships by proactively identifying sales opportunities by utilizing knowledge of broadband incentives, equipment, and options available; Informs potential customers of potential equipment and package options for Broadband services; Identifies Opportunities for selling additional services available, while maintaining a friendly, professional, and courteous demeanor to provide proactive customer service at all timesPerforms basic office duties, such as copying, filing, faxing, typing standard documents, preparing, sorting, and distributing mail, and entering Prepares a variety of operational records and basic reportsPerforms other duties as assigned, of a similar nature, or to provide assistance as needed QualificationsEducationHigh School Degree or EquivalentExperience2 years of experience in Customer Service, Call Center, Dispatch, or similar, BroadbandTelecommunications or utility experience is highly favoredCertifications & LicensesCPR/AED or ability to obtain upon hireOther RequirementsBilingual in English & Spanish is highly preferred but not required.An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job is also considered Knowledge, Skills, and AbilitiesKnowledgeable of and Skilled in Customer service principles and practicesKnowledgeable in sales practices and principlesKnowledgeable of billing and accounting softwareKnowledgeable of CDE Lightband Services, Packages, and Equipment, and able to communicate clearlySkilled in Basic Computer and related software applicationsSkilled in the Operation of telephone devices, online chat, or other equipment, while communicating in a clear and coherent speaking or written voice;Skilled in comprehending and explaining billing statements and histories, Complex Billing practices and policies, and utilizing the necessary supporting softwareSkilled in Customer Sales Practices and Techniques, utilizing strong Customer Service PrinciplesSkilled in reading and comprehending training documentsSkilled in organizing and presenting dataAbility to provide a high level of customer service through verbal and written communicationAbility to work independently and individually, and to accept responsibility and account for his/her actionsAbility to communicate clearly and concisely, both orally and in writingAbility to pay attention to the minute details of a project or taskAbility to identify and correct conditions that affect employee safetyAbility to show consideration for and maintain good relations with othersAbility to utilize the available time to organize and complete work within the given time periodPhysical DemandsFingering (fine dexterity)FLifting/Carrying Other: Handling (grasping, holding)FUnder 10 lbsFUse of a headsetFRepetitive MotionF11-20 lbsOAbility to identify colors independently of others ReachingO21-50 lbsRR ClimbN51-100 lbsN CrawlNOver 100 lbsNExtended Periods of Sitting F KneelRPushing/Pulling SquatRUnder 10 lbsFSpeaking clearly to be understood on the telephone & hearing a response SitC11-20 lbsOC StandF21-50 lbsR BendF51-100 lbsN WalkCOver 100 lbsN Legend: N = Never; R = Rarely; O = Occasional (1% - 33%); F = Frequent (34% - 66%); C = Constant (over 66%) Working Conditions: Indoor office position Additional NoteThe above job description is intended to represent only the key areas of responsibility; specific position assignments will vary depending on the department's business needs.All employees in pursuit of their job duties should demonstrate the behaviors of the Code of Ethics and the CDE Lightband Mission & Vision.EEO Compliant. TN Drug-Free Workplace. E-Verify & i9 Participant. Equal Opportunity Employer.
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