Full Time Customer Support Specialist

Position Title: CUSTOMER SUPPORT SPECIALIST (CSS)

Classification: NON-EXEMPT

Critical features of this job are described under the headings below. They may be subject to change at any time. Nothing in this job description restricts appointing authority’s right to assign or reassign duties and responsibilities to this job at any time.

GENERAL SUMMARY

Willamette Valley Fiber’s (WVF) Customer Support Specialist (CSS) is usually the first person with whom a customer or prospective customer has contact. The CSS is a customer’s first experience with WVF.

The CSS must be a good listener first, to completely understand what a customer needs or wants.

CSSs work as a team, and each CSS must be a good member of the team.

And CSSs are always salespeople. They are expected to take advantage of every opportunity for a sale to new and existing customers.

ESSENTIAL JOB FUNCTIONS

• Answering phone calls
• Outbound calling
• Taking care of walk-in customers
• Understanding customers’ questions
• Taking orders
• Basic troubleshooting and technical support.
• Selling, in person and on the phone
• Retention, in person and on the phone
• Understanding of internet, home phone, and streaming services
• Cash handling
• General knowledge of billing systems
• Conflict resolution

PERIPHERAL DUTIES

KNOWLEDGE/SKILLS/ABILITIES/EXPERIENCE

• Good communication skills
• Able to work individually and in a team.
• Cheerful demeanor
• Excellent manual dexterity
• Aware of and compliance with industry regulatory standards
• Polite
• Resourceful
• Always ready to ask for more business.

Experience & Education

• To be eligible to work at WVF, the prospective CSS should have a high school diploma or the equivalent and one year of experience working with the public in a customer service position.
• OR any equivalent combination of education and experience. Experience with handling money would be preferable.
• The CSS Manager or Supervisor will give daily direction to CSSs, but direct supervision during the day should not be required by the competent CSS more than 10% of the time.

COMPLEXITY OF DUTIES

Often dealing with customers brings complexity to the CSS’s position. A capable CSS will, based upon experience, be able to practice independent judgment and good decision making. The CSS must be adept at balancing customer satisfaction, asking for and making the sale, and preserving the integrity of WVF.

SUPERVISION RECEIVED

The new CSS must be able to work unsupervised for short periods of time after 60 days on the job. After six months, the CSS must be able to confidently handle the customer service area without assistance.

ERRORS

A CSS must always strive to keep their rate of errors to a minimum. Errors can be caused by not getting all the necessary information, by not listening carefully enough to and responding properly to a customer’s needs, or not attending to details. Each CSS is expected to support the team members and to be alert for possible errors, correcting them as quickly as possible. Long-term effects of errors, such as customer dissatisfaction, can be avoided by striving for accuracy and efficient teamwork.

CONTACT WITH OTHERS

A CSS’s workday generally consists of

• 5 hours of working with customers.
• 1 hour of auditing orders, entering paperwork, and miscellaneous activities and training.
• 1 hour of troubleshooting.
• 1 hour of outbound phone calls
• During the day, the CSS will be in contact with many people. In addition to customers in the office, on the phone, and via email, the CSS is expected to successfully interact with the CSS teammates, the Field Technicians, and WVF’s supervisors. There will also be sporadic contact with professionals and tradespeople who come to WVF for business.

CONFIDENTIAL INFORMATION

Employees of WVF have access to confidential customer information. It is illegal to release, either purposefully or inadvertently, confidential customer information. If this information is not safeguarded and properly handled, it could result in customer identity theft and legal liability for WVF. Each employee is required to receive training from CPNI, Customer Proprietary Network Information, and to receive a certification.

PHYSICAL DEMAND/MANUAL DEXTERITY/TOOLS AND EQUIPMENT USED

The equipment used by the CSS requires a great deal of manual dexterity. The CSS must be proficient on keyboard, calculator, multi-line telephones, and the software specific to the position. In addition, the CSS must also be comfortable working with the electronic equipment that is auxiliary to WVF’s services.

The CSS must be able to lift a maximum of 15 pounds of weight in this position. Normally, any lifting required will be under the 5-pound limit.

Though the CSS is subject to injuries common to constant keyboard use and spending long periods of time in a seated position, the CSS’s working conditions are generally pleasant.

WORK SCHEDULE

Typical office hours: Monday – Friday between 8:30 a.m. and 5:00 p.m.

Rare travel requirements may be to and from required or recommended educational opportunities. Some overtime may be required.

PERFORMANCE FACTORS NOT PREVIOUSLY IDENTIFIED IN THIS DOCUMENT:

• Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and is seldom absent from work. Employees can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.
• Communication and Contact: The employee communicates effectively both verbally and in writing with supervisors, colleagues, and individuals inside and outside the Organization.
• Relationships with Others: The employee works effectively and relates well with others including supervisors, colleagues, and individuals inside and outside the Organization. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Job Type: Full Time

Pay: $17.00 per hour

Benefits included after the probationary period.

Commissions can be earned

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Dallas, OR 97338: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $17