Customer Care Representative

Job Summary:

Under the supervision of the Customer Care Supervisor, the Customer Care Representative serves as telephone point of contact in matters concerning requests for new or additional residential and/or small business landline, cellular or internet service, discontinuance of service, complaints and inquiries concerning service, rates, billing, regulations, and policies. The Representative sells telecommunications products and services on telephone customer contact through diligent sales effort, advising customers of promotions using printout ads/FAQs, when appropriate. The Representative also handles various types of call center routed telephone calls for both CNMI and Guam simultaneously including, but not limited to, customer service inquiries regarding landline, cell phone and internet accounts, preparing 611 repair service reports for customers.

Essential Duties and Responsibilities:

The Employee will perform the following essential functions: [Note: This position is part of a 24-hour, 7-day-per-week operation and will involve shift work and possible overtime work]

1. Process customer service requests through the service order process. This may include internet, additional services, disconnection of service, changes to services, etc.

2. Answer customer inquiries regarding service offerings, rates, charges, general billing matters, collection matters, toll inquiries, regulations, policies, procedures, complaints and other related matters.

3. Initiate sales effort of products and services to achieve established sales objectives through diligent telephone selling efforts on self-initiated customer contacts, referrals or customer call-ins

4. Initiate courtesy calls to customers for verification, follow-ups, or company initiatives

5. Use a web-based application for:

a. emails – communicating with other departments and customers regarding customers' inquiries and/or complaints.

b. online bill inquiries/payments – access company intranet to view customer account for inquiries and use website to process payment with customer check or credit card.

c. customer support tickets – access company website to create support tickets for customers inquiries and /or complaints for record keeping and to be forwarded to other departments for processing, if necessary

6. Access CostGuard billing system to view CNMI customer accounts to view landline, internet, and circuit for
customers. View customer billing, make corrections and adjustments to accounts, view history of accounts, view
details of calls, enable and disable features,

7. Access CostGuard Care and Client interface for updates reconnection, suspension, and view customer
information.

8. Answer 611 repair service trouble calls, obtain all necessary details for a complete trouble report, access AS400
computer terminal and complete trouble ticket. Provide follow-up information to customers as necessary.

9. Meet time objectives set by the Public Utilities Commission (PUC) and quality objectives set by management;
meet answer time and quality objectives for call center contracted services.

10. Refer customer complaints or emergency calls to appropriate internal or external party.

11. Coordinate and cooperate with other operating and administrative groups as required to accommodate service
demands and requirements. Keeping detailed records of such emergencies.

12. Cross-train other staff in various aspects of this position to prepare them to fill in as needed.

13. Perform other related duties or tasks as assigned or required.

Minimum Qualification Requirements:
Education: High School graduate or equivalent.
Work Experience: One year as a Telephone Operator and customer service-related work.; must be able to type 55 wpm to effectively service customers, particularly during peak periods.
Licensure/Certification/Professional Association: None Required
Must be a U.S. citizen 

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.