Internet Customer Care Representative

Job ID: 475

Position Title: Internet Customer Care Representative

Working Location: Concord

Employment Status: Not Indicated

Required Experience: Not Indicated

Required Education: Not Indicated

Travel Required: 0%

Job Description:

Summary:
This position is responsible for providing quality customer service and technical support to CTC Internet customers using dial-up and Broadband/DSL services.

Primary Duties:
1. Handle requests from CTC Internet customers & provide technical support & quality customer service. Responsible for adhering to the guidelines and standards set forth in CTC's Service of Excellence program.
2. Proactively sells telecommunications products and services (Internet and non-Internet) to new and existing CTC customers. Upsell Broadband and dial up users to a higher level of service.
3. Prepares, coordinates, and submit service orders for new installations, moves, changes and additions with customer information and enters accurately into ICMS.
Additional Duties and Responsibilities:
1. Maintains familiarity with all common Internet technologies, systems, and software.
2. Exceeds customer expectations on a consistent basis.
3. Interacts with internal departments to provide customer service and to resolve customer disputes. Be able to take rollover business/corporate calls and handle their requests.
4. Responsible to work any shift necessary on any day to support the needs of the business. This includes weekends, nights and holidays.
5. Take ownership of technical support issues until resolved. Escalate accordingly when necessary. Create fault tickets when necessary. Update ICMS with accurate and timely information on each transaction.
6. Minimize make busy time. Ensure you are logged into the split and take incoming calls when not on break or lunch.
7. Performs other duties as assigned.

Requirements:
1. Two years of customer service or call center experience.
2. One year of inside or outside sales experience.
3. Excellent written / verbal communication and interpersonal skills
4. Knowledge of technical support issues related to Internet connectivity.
5. Ability to work independently.
6. Ability to work a flexible schedule including nights, holidays, weekends and occasional overtime when needed.
7. Ability to learn quickly, retain detailed information and multi-task in a fast paced customer service environment

Education:
High School Diploma, GED, or equivalent
Computer Skills:
1. Internet
2. E-mail
3. ICMS
Certifications/Licenses:
N/A
Physical Demands:
Ability to lift up to 25 lbs.