Customer Service Agent

POSITION SUMMARY

Reporting to Manager, Customer Service and working in a team environment, the Customer Service Agent, as first contact with the public, will work together to provide account management services and basic Internet connectivity support to our Internet customers and as well, perform general office and accounting duties.

SPECIFIC DUTIES - The following duties are part of this team's responsibilities:

1. Provide first contact desktop support services which includes setting up new Internet accounts, receiving payment, solving basic Internet connection problems and directing customers to the Technical Support Agent (first) or Manager (second) or Satellite Network Operations Centre (third) for advance support services;
2. Review daily, all voice mail and email inquiries as they arrive, and respond back to customers on a timely manner or refer inquiries to the appropriate areas of support;
3. Become familiar with features and tools found in our customer management system to accurately enter and maintain all customer information and transactions;
4. Contact all customers with expired Credit Cards by telephone as well as customers with upcoming expired Credit Cards and update this information in the customer management system;
5. Perform customer account closing services including basic wireless modem inspection and testing services when returned by customer;
6. Perform daily basic accounting tasks that includes receiving cash, credit card and debit payments, entering payments into customer accounts and performing end of day cash reconciliation and reporting;
7. Maintain an organized, accurate and up to date customer filing system for all documentation;
8. Receive, inspect and sign for all deliveries;
9. Maintain at all times a clean and organized front lobby and desk area;
10. Check Xerox and printers on a daily basis to ensure a clean area and to maintain sufficient paper supplies at all times and distribute faxes when received;
11. Maintain a suitable and realistic amount of office stationary supplies and prepare an order for purchase authorization when required, and
12. Other duties as required.

KNOWLEDGE AND SKILLS REQUIRED - to be successful in this position, the incumbent should have proven experiences demonstrating:

1. The ability to learn or have an understanding and ability to explain/convey and support the following technical services: common email clients and web browsers, DNS, Broadband MCS wireless architecture, and WIFI home networking;
2. Excellent verbal and written communication skills;
3. The ability to provide clear and accurate instructions to clients over the phone, by email or by fax;
4. Excellent client service skills whether it be in person or on the phone;
5. The understanding and importance of safe workplace procedures;
6. A willingness to be part of a supportive team, and
7. A minimum of a High School Diploma or post-secondary training or related experience in a similar field.

PERFORMANCE TRAITS

1. Should be friendly and helpful with staff and customers;
2. Demonstrates great initiative and enjoys solving problems;
3. Is methodical, and detailed to ensure that all tasks are completed properly and in a timely manner;
4. Is a fast learner and has a passion to learn more;
5. Is reliable and trustworthy;
6. Always strives to "get the job done well", and
7. Must manage unexpected tasks with ease.

Closing Date: Open Until Filled 

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