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Customer Support Specialist

2 months ago

Fayetteville, United States OzarksGo Full time
Job DescriptionJob Description

OzarksGo, based in Fayetteville, Arkansas a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma.

Ozarks provides its employees a comprehensive benefits package that includes competitive wages, fully paid medical and dental coverage for both you and your dependents, a 401(k) plan with robust employer matching contributions. Additionally, we provide paid time off, nine paid holidays, paid parental leave, disability benefits, life insurance, and tuition reimbursement.


**PLEASE NOTE: This position is for the following schedule - Monday - Friday, 10am - 7pm**

JOB QUALIFICATIONS:

EDUCATION: Requires high school diploma or equivalent

EXPERIENCE: Two plus years' experience in customer service and/or technical support.


MAJOR JOB TASKS:

  • Supports all aspects of the subscriber experience, including but not limited to scheduling, billing, provisioning, troubleshooting, and providing outstanding customer service.
  • Promotes positive public relations through knowledgeable, responsive, and courteous interactions with current and potential subscribers, contractors, vendors, and the general public to fulfill the goals of OzarksGo.
  • Responds to subscriber inquiries and provides support via telephone, email, written correspondence, or face-to-face interaction regarding requests for OzarksGo services.
  • Maintains accurate and complete records including but not limited to contact tracking, notes, and account set up. Addresses billing, collections, outages, and related procedures to ensure the generation of appropriate records, correspondence, and service orders for effective work management.
  • Coordinates with internal staff and contractors to address various customer service-related issues, including eligibility, line extensions, seasonal billing, equipment, technical issues, etc.
  • Promotes a positive subscriber experience through ongoing and effective employee/subscriber/contractor/vendor/partner communication.
  • Promotes and maintains a safe working environment, observes all safety rules, and supports the Mission Statement and Core Values in carrying out the responsibilities of the position.
  • Supports and keeps abreast of bylaws, guidelines, policies/procedures, and philosophies of the parent cooperative to effectively serve and support members and subscribers.
  • Performs other duties as assigned in order to fulfill the objectives of OzarksGo and this position.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.

The Customer Support Specialist may be required to perform any other duties assigned to fulfill the objectives of OzarksGo.


EXTERNAL RELATIONSHIPS:

  • Maintains great relations with vendors, contractors, subscribers, customers, and the general public in carrying out the responsibilities of this position.

OTHER REQUIREMENTS:

  • Operates standard office equipment including, but not limited to, voice terminal, computer terminal, personal computer, facsimile, copier, calculator, typewriter, computer printer, and credit card machine. Must have a valid driver's license without violation, which would prohibit insurability.
  • Effectively present information, orally and written. Requires efficient and accurate handling of money and applying money or credit to subscriber accounts. Ability to meet deadlines under pressure. Must be able to deal with a variety of people in varying situations with tact and diplomacy.
  • This position is performed in a call center environment; some irregular hours may be required. Normal workweek is 40 hours but must be available for call-out during emergency situations. Occasional day travel for training or various errands as needed to complete the responsibilities of the position may be required This position does rotate on and off an on-call schedule. Must be available for occasional scheduled after-hours training.

PHYSICAL REQUIREMENTS:

  • This position mainly requires sitting to complete work with a computer and telephone. Some walking and standing are also required, as well as occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds. Visual and audio acuity is essential to this position.
  • The physical activities and environmental characteristics 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 and expectations.



OzarksGo, LLC, is an EOE/AA/W/M/VETERAN/Disability employer.



Job Posted by ApplicantPro