DATE POSTED: May 15, 2017
CLOSING DATE: May 19, 2017 - 5 p.m.
Job Announcement
The following full-time position is available in our organization. Interested individuals must submit an online application at https://careers.pticom.com/ no later than the posted closing date above.
JOB TITLE: Customer Care Representative
DEPARTMENT: Customer Care
OPENINGS: 2
LOCATION: Saipan
WAGE SCHEDULE: 4
FLSA Status: Overtime Eligible
JVA#: 02-2017-05
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)
2. Process customer service requests through the service order process. This may include internet, additional services, disconnection of service, changes to services, etc.
3. Answer customer inquiries regarding service offerings, rates, charges, general billing matters, collection matters, toll inquiries, regulations, policies, procedures, complaints and other related matters.
4. 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
5. Initiate “courtesy calls” to customers for verification, follow-ups, or company initiatives
6. Use a web-based application for:
- emails – communicating with other departments and customers regarding customers inquiries and/or complaints.
- 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.
- 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.
- internet help desk (NOIDU) – access NOIDU database to obtain customer internet account information and to troubleshoot customer internet access.
7. Access AS400 to view CNMI customer accounts to provide and record information, updates, balance inquiries, and create service orders for landline, internet, and postpaid cell phone customers.
8. Access APTIS to view Guam customer accounts to provide and record information, updates, balance inquiries, and create service orders for long distance, internet, and postpaid cell phone customers.
9. Access Putty to activate or reset cell phone text service for prepaid and postpaid customers.
10. Access Call Control to view prepaid cell and long distance accounts to apply/reset settings, activate/deactivate add-ons, and to provide information on balance or connection inquiries/complaints.
11. Access Radius and MTX to suspend and/or reconnect cell phones and mobile broadband units.
12. 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.
13. Meeting 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.
14. Refers customer complaints or emergency calls to appropriate internal or external party.
15. Coordinate and cooperate with other operating and administrative groups as required to accommodate service demands and requirements. Keeping detailed record of such emergencies.
16. Cross-train other staff in various aspects of this position to prepare them to fill in as needed.
17. 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
Must be a U.S. Citizen
Licensure/Certification/Professional Association:
None Required
Special Knowledge, Skills and Abilities:
- Knowledge of:
a. Computer keyboard usage techniques
b. Customer service and problem resolution techniques
Principles and concepts of team work, work-related goal setting and resource management
- Skills in:
a. Communicating with clients clearly, concisely and accurately over the phone
- Ability to:
a. Speak fluently in English
b. Learn the job-specific aspects of various computer hardware and software
c. Make quick, but logical and sound decisions in the resolution of difficult and complex client situations
d. Work in an air-conditioned office environment
e. Sit for long periods of time and to perform duties wearing a head set, maintain alertness and attention to detail
f. Work the required shifts and hours of this position to include possible overtime
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, origin, gender, age, marital status, religion, veteran status, or disability or genetic information
We are also a Drug Free Workplace.