Customer Support Level I

JOB TITLE: CUSTOMER SUPPORT REPRESENTATIVE (CSR) LEVEL I

DEPARTMENT: OPERATIONS

REPORTS TO: CUSTOMER SUPPORT MANAGER

SUPERVISES: N/A

FLSA STATUS: non-exempt

SALARY: $17.00 - $22.00 depending on experience

TO APPLY:

STEP 1: PLEASE SELECT THE "APPLY FOR THIS JOB" BUTTON AND COMPLETE THE INFORMATION

STEP 2: COMPLETE THE INTERNAL HIRE DOCUMENT LINKED HERE: INTERNAL HIRE DOCUMENT

Position Summary:

This position serves as part of the operations team for the Waterloo Telecommunications Utility, DBA, Waterloo Fiber, an Internet Service Provider (ISP), and reports to the Customer Support Manager.

The Customer Support Representative (CSR) Level I provides customer support for the City of Waterloo customers by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs. The CSR Level I inputs new customer orders, answers basic billing questions, takes payments, and works closely with customers to establish payment arrangements. A successful employee in this position has the opportunity to obtain the position of Customer Support Representative Level II after meeting experience, knowledge and performance requirements.

Employees with Waterloo Fiber are required to work within the framework of governing federal, state, and local laws and policies. The position exercises latitude and independence in the performance of assigned projects and tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Promote and comply with Waterloo Fiber’s values - we grow together, we lead the way, we know Waterloo.
• Promote Waterloo Fiber products and services over the telephone and to walk-in customers.

• Respond to residential customer inquiries, complaints and other requests for information regarding Waterloo Fiber services, billing, and payment arrangements.

• Process customer requests for new installations, scheduling, adding features, disconnecting service, transferring of service, etc.

• Responsible for striving to provide first touch resolution.

• Responsible for opening, updating, and closing trouble tickets to track customer requests and issues.

• Work with other team members to coordinate response to network disruptions, including gathering information by contacting customers.

• Responsible for escalating discovered outages or abnormal network conditions following established escalation chain.

• Responsible for meeting individual performance metrics designed to ensure exceptional customer service and support.

• Responsible for achieving KPIs including but not limited to: Number of Support Tickets/Complaints, Customer Satisfaction Score, First Contact Resolution, and Average Resolution Time.

• Responsible for performing other tasks as required to assist the company in carrying out its customer service mission, goals, and objectives, as circumstances may dictate.
  

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities:

• Demonstrates attention to detail
• Demonstrates general knowledge of Microsoft Office Suite products and Google Earth.

• 
  Demonstrates strong problem solving attributes

• Gathers and analyses information skillfully

• Demonstrates strong interpersonal skills – Focuses on positive communication

• Demonstrates strong oral communication skills and proper telephone etiquette

• Demonstrates strong written communication skills

• Maintains confidentiality

Education/Experience:

• High School Diploma or GED required.

• At least 2 years of work experience.

• Previous customer service and/or call center experience preferred.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Required to regularly sit for long periods

• May be required to walk or stand for long periods up to and exceeding 60 minutes

• Speak, hear normal conversation and telephone ring tones

• Operate a computer and other office equipment

• Reach with hands/arms frequently at or below chest height and occasionally overhead

• Must have adequate close vision for reading and computer work

Benefits:

• IPERS
• Incentive Pay
• Health and Life Insurance - Dental and Vision available for purchase
  
• Paid Vacation, Holidays, Personal, and Sick Time

A.A./E.E.O. | Minority, female & disabled individuals are encouraged to apply.