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.
Responsibilities
The Employee will:
Process customer service requests through the service order process. This may include internet, additional services, disconnection of service, changes to services, etc.Answer customer inquiries regarding service offerings, rates, charges, general billing matters, collection matters, toll inquiries, regulations, policies, procedures, complaints and other related matters.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.Initiate “courtesy calls” to customers for verification, follow-ups, or company initiatives.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. Access CostGuard billing system to view CNMI customer accounts to view landline, internet, and circuit for customers. View customer billing, make corrections and adjustments to accounts, view history of accounts, view details of calls, enable and disable features.Access CostGuard Care and Client interface for updates reconnection, suspension, and view customer information. Answer 611 repaird 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.Meet 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. Refer customer complaints or emergency calls to appropriate internal or external party.Coordinate and cooperate with other operating and administrative groups as required to accommodate service demands and requirements. Keeping detailed records of such emergencies. Cross-train other staff in various aspects of this position to prepare them to fill in as needed.Perform other related duties or tasks as assigned or required.Required Qualifications, Capabilities, And Skills
High school graduate or equivalentOne year as a Telephone Operator and customer service-related work.; must be able to type 45 wpm to effectively service customers, particularly during peak periodsPreferred Qualifications, Capabilities, And Skills
Must be a U.S. citizenPhysical Demands
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. The physical activity of this position includes crouching, standing, reaching, walking, pushing, pulling, lifting, picking, pinching, typing or otherwise, primarily with fingers rather than with whole hand or arm, grasping, feeling, Talking, hearing, repetitive motions – making substantial movements of the wrist, hands, and/or fingers.
The physical requirements of this position involve Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds if force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that of Sedentary work and the worker sits most of the time, the job is rated for light work.
For visual acuity requirements including color, depth perception, and field of vision, the worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines. Using measurement devices; and/or assembly or fabrication of parts as distances close to the eyes.
Working Conditions
The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. This job operates in mainly in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. However, Activities occur both indoors and outdoors so the worker will be subject to both environmental conditions.
About IT&E
Formerly Micronesian Telecommunications Corp, IT&E was a part of Verizon International. CITADEL acquired IT&E in 2005 after successfully navigating the US CIFUS process and the Federal Communications Commission. In 2006, a partnership was established with Sumitomo Corporation, one of Japan’s largest trading houses, which invested in the company as part of its telecommunications push. The company acquired IT&E in Guam, and together, became the largest wireless provider in Micronesia. The entire company was renamed IT&E. IT&E was the first in the region to offer 3G services with the launch of CDMA EVDO in 2009. It soon followed with the launch of 4G LTE in 2011.
We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.
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, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information. IT&E is a Drug Free Workplace.
