Job Title: Customer Service Representative
Department: Customer Service
Reports To: Customer Service Supervisor
Corp Entity: PTI Pacifica Inc. dba IT&E
Job Level: 1B
FLSA Status: Non- Exempt
Posting #: 1430
JOB DESCRIPTION
Under the direction of the Customer Service Supervisor, the Customer Service Representative serves as the first line of contact with IT&E customers, receiving and initiating residential, business, government, internet, and cellular customer contact by telephone, personal contact, have and correspondence. The Customer 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.
Essential Duties and Responsibilities:
The Employee will:
- Know and uphold established IT&E Mission, policies and procedures, Department and Division objectives, quality assurance and safety programs and standards.
- Handle customer inquiries and requires regarding new service offerings, enhanced/additional service, or discontinuation of service, pending service orders, rates, regulations, policies and all other telecommunication activities.
- Determine customers’ communication requirements and offer recommendations for satisfying customers’ product and service needs.
- Access switch for activation/deactivation of cellular and feature services, and will program features and function.
- Initiate sales effort to achieve established sales objectives.
- 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 inquires.
- 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, requisition, receipts and other related forms.
- Coordinate and cooperate with other operating and administrative groups as required to accommodate service demands and requirements.
- Serve as cashier as needed and assigned.
- Receiving and processing customer payments for account services
- Receiving payments and processing reconnection service orders
- Selling Pre- and Post-paid cards, SIM cards and other company products
- Closing, balancing, and securing all sales for the day; preparing and submitting all monies received and the daily bath report to the Account representative for verification
- Reconciling all transactions and receipts with the Account Support Technician
- Cross-train other 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.
Minimum Qualification Requirements:
- Education:
- High school graduate with evidence of computer technical education or training.
- Work Experience:
- One years of work experience in a customer service-oriented business environment.
- Licensure/Certification/Professional Association:
- Ability to pass necessary US military installation or local government security access checks as needed.
Special Knowledge, Skills, and Abilities:
Knowledge of:
- Administrative and clerical procedures and systems such as computer operations, managing files and records, designing forms and other office procedures and terminology.
- Basic tenets of good telephone etiquette.
- Customer service and problem resolution techniques.
- 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 telecommunication devices.
- Handling customer queries and problems in a non-confrontational manger that leads to customer satisfaction and problem resolution.
- Use of standard office furniture and equipment, which may include use of a cash register.
- Use of personal computer hardware and Microsoft software programs to include MS Excel, access, MS Outlook, and Word.
Ability to:
- Learn and be capable of explaining the Company’s telecommunications service programs, products, and services.
- Communicate naturally and pleasantly in fluent English in a polite, clear, concise, and accurate manner.
- Perform in a self-directed, hard-working, creative, and forward-thinking manner, demonstrating alertness, attention to detail and a logical thought process.
- Provide a high level of customer service.
Working Conditions |
The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. This job operates in mainly in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. However, Activities occur both indoors and outdoors so the worker will be subject to both environmental conditions. |
Physical Demands |
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical activity of this position includes crouching, standing, reaching, walking, pushing, pulling, lifting, picking, pinching, typing or otherwise, primarily with fingers rather than with whole hand or arm, grasping, feeling, Talking, hearing, repetitive motions – making substantial movements of the wrist, hands, and/or fingers. The physical requirements of this position involve Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds if force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that of Sedentary work and the worker sits most of the time, the job is rated for light work. For visual acuity requirements including color, depth perception, and field of vision, the worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines. Using measurement devices; and/or assembly or fabrication of parts as distances close to the eyes. |
Supervisory Responsibilities |
This job has no supervisory responsibility. |
Other Duties |
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. |
Important Information about COVID-19 Vaccination
Our Company has a mandatory vaccination policy in place. If you receive an offer of employment from our Company, you will need to provide proof that you are or will be fully vaccinated by January 4th, 2022 (fully vaccinated status means you have received two doses of a two-dose series, or one dose of a single dose series, and it has been two weeks since your last dose). Our Company provides reasonable accommodation for approved medical or religious exemptions. If you feel that you have a qualified medical or religious exemption to this policy, you must speak with HR to begin the interactive process. Noncompliance with our mandatory vaccination policy will result in disciplinary action, up to and including termination or revocation of the offer of employment.
As an Equal Opportunity/Affirmative Action Employer, we afford equal opportunity to all applicants and employees for hire and promotion without regard to race, color, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information.
IT&E is a Drug Free Workplace