** Customer Service Representative**

**Job Category****:** System **Requisition Number****:** CUSTO003932 Showing 1 location **Job Details**

**Description**

SUMMARY

Under general supervision and direction, the Customer Service Representative is responsible for taking care of the service needs of Sparklight's customers in a professional, courteous, and efficient manner by performing the following duties.

RESPONSIBILITIES

* Handles high in-bound call volume covering a full range of customer service inquiries. (Upgrades/downgrades of service, video troubleshooting, modem registration and billing).

* Responds to inbound customer calls and assists customers face-to-face in the front office as needed.

* Provides customers with a clear understanding of charges, prorates, billing cycles, payment methods and customer equipment.

* Correct errors or discrepancies on customer billings as necessary. Process customer transactions and respond to inquiries in a responsive, timely and accurate manner.

* Enter account information into billing system with a high degree of accuracy to execute transaction.

* Participates in ongoing training to increase skill level and productivity.

* Maintains and sustain all Sparklight CSR performance expectations as related to Quality Assurance, CSR scorecard metrics (such as Availability, Talk Time, etc.), attendance and one-call resolution goals.

* Maintains working knowledge of all Sparklight products, services and their features.

* Works with customers to achieve customer satisfaction by meeting their needs with Sparklight products and services.

* Applies all sales and service skills/techniques acquired from the Standard Operation Procedure during all interactions with customers.

* Note: All the essential functions of this position are not included in this posting.

EDUCATION and/or EXPERIENCE

* High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service environment; or equivalent combination of education and experience.

OTHER QUALIFICATIONS

* Requires excellent oral and written communication skills while assisting and interacting with Sparklight's customers and associates.

* Strong data entry and computer skills.

* Requires the ability to operate office equipment (copiers, phones, computers, etc.).

* Requires efficient and accurate handling of money.

* The position requires the ability to learn and stay informed of products and services offered by Sparklight.

* This position will require travel between offices.

**Qualifications**

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