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Phone Manager
Pay Bill
Customer Service Representative
Job Description
Helicon Cable Holdings, LLC dba JetBroadband is a Multi-System Cable Television Operating Company (MSO) serving 30,000 customers in the states of Virginia and West Virginia.
The Customer Service Representative is responsible for resolving customer inquires in regards to billing, service, repair, or products on the phone and in person. This position is also responsible for accurately documenting customer transactions via computer billing system. The Customer Service Representative also is responsible for customer sales for the Company.
Duties and Responsibilities:
• Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork.
• Responsible for maintaining positive and constructive relationships with customers at all times.
• Responsible for selling new products and upgrading existing customer’s cable and/or high speed data products and services in a clear and concise manner.
• Provide clear answers to customer’s questions regarding Cable Television and/or High Speed Data services, sales, programming, pricing, and scheduling.
• Troubleshoot customer service problems until resolved; and if unresolved, schedule work order.
• Save customers from disconnecting and/or downgrading services whenever possible.
• Schedule customer installations and field calls.
• Responsible for accurately recording customer payments via cash, check, or credit card.
• Actively telemarket customers as requested by management.
• VOIP phone experience.
Background:
• High School Diploma or equivalent.
• Prior experience in Customer Service or Customer Relations is necessary.
• Must be proficient with a computer.
General:
• Must have good verbal, written and interpersonal communications skills.
• Ability to work in a fast paced environment.
• Ability to comprehend verbal and written instruction and directions.
• Ability to regulate and manage personal emotions and handle stress well.
