Broadband Customer Support Specialist

2 weeks ago

Clarksville, Tennessee, United States CDE Lightband Full time
Job Overview

***EXTERNAL APPLICANTS ONLY***

CDE Lightband is a municipal utility provider that delivers electricity, television, internet, and telecommunication services to residents and businesses within the city limits.

We are looking for enthusiastic, professional, and courteous individuals to fill the role of Technical Support Representatives in our Broadband Customer Support division. The ideal candidate should possess knowledge or be willing to undergo training in broadband support for telecommunication services and is committed to delivering an outstanding customer experience.

Selected candidates will be required to complete a comprehensive training program lasting six weeks, scheduled Monday through Friday, from 8:00 a.m. to 5:00 p.m.

Position Title: Technical Support Representative

Department: Customer Support / Broadband

Supervisor: Broadband Customer Experience Supervisor

Employment Type: Part-Time

Work Availability: Flexible hours including evenings and overnight shifts

Operational Hours: 6:00 a.m. - Midnight

Compensation: Hourly

Classification: Non-Exempt

Pay Level: 5

Job Responsibilities

Incumbents will assist customers with various broadband-related inquiries, provide fundamental customer support, and facilitate communication between customers and after-hours personnel for service requests. Responsibilities include:

  • Delivering basic customer support for broadband clients, addressing general inquiries about operations, documenting and organizing information regarding service disruptions, and managing communication through calls and messages in a professional and friendly manner.
  • Coordinating and relaying information between customers and after-hours teams, notifying them of outages or relevant issues, and ensuring accurate record-keeping.
  • Preparing necessary reports and following up on customer concerns with appropriate departments.
  • Explaining billing, receipt, and payment processes as required.
  • Performing additional duties as assigned that are similar in nature or to provide assistance as needed.
Qualifications

Education: High School Diploma or Equivalent

Experience: Previous experience in Customer Service, Call Center, Dispatch, or related fields is preferred.

Certifications: CPR/AED certification or the ability to obtain it upon hire.

Other Requirements: A combination of education and experience that enables the successful performance of essential job duties will also be considered.

Skills and Abilities
  • Understanding of customer service principles and practices.
  • Proficiency in basic computer applications and software.
  • Ability to operate communication devices while maintaining clear verbal and written communication.
  • Capable of reading and comprehending training materials.
  • Strong organizational skills for data presentation.
  • Ability to deliver high-quality customer service through effective communication.
  • Capability to work independently and accept responsibility for actions.
  • Logical thinking skills applicable to various problems.
  • Attention to detail in tasks and projects.
  • Ability to recognize and address safety concerns.
Physical Requirements

Job duties may involve:

  • Frequent fine dexterity and use of headsets.
  • Occasional lifting of items weighing up to 20 lbs.
  • Extended periods of sitting with opportunities for breaks.
Work Environment
  • Indoor office setting.
  • Position requires effective communication in both face-to-face and telephone interactions.
Additional Information

This job description outlines the primary responsibilities and requirements for the position. Specific assignments may vary based on departmental needs.

All employees are expected to adhere to the Code of Ethics and the mission and vision of CDE Lightband.

EEO Compliant. TN Drug-Free Workplace. i9 & E-Verify Participant. Equal Opportunity Employer.

Job Posted by ApplicantPro

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