IT&E Hiring for Customer Care Representative at Saipan, MP Full Time

JOB TITLE: Customer Care Representative
DEPARTMENT: Operator Services
LOCATION: Saipan
CORP. ENTITY: Micronesian Telecommunications Corp. dba IT&E CNMI
WAGE SCHEDULE: 4
SALARY RATE: $10.65/hr
FLSA STATUS: Non-Exempt
OPENINGS: 6

JOB DESCRIPTION

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 s for customers.

Essential Duties and Responsibilities:

The Employee will perform the following essential functions: [Note: This position is part of a 24-hour, 7-dayper-week operation and will involve shift work and possible overtime work)

• 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 repair service trouble calls, obtain all necessary details for a complete trouble , 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 record 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.

Minimum Qualification Requirements:

Education: High School graduate or equivalent.

Work Experience: One year as a Telephone Operator and customer service-related work.; must be able to type 45 wpm to effectively service customers, particularly during peak periods.

Licensure/ Certification/Professional Association: None Required Must be a U.S. citizen

Special Knowledge, Skills and Abilities:

• Knowledge of:
  • Computer keyboard usage techniques
  • Customer service and problem resolution techniques
  • Principles and concepts of teamwork, work-related goal setting and resource management
• Skills in:
  • Communicating with clients clearly, concisely, and accurately over the phone 3.
• Ability to:
  • Speak fluently in English
  • Learn the job-specific aspects of various computer hardware and software
  • Make quick, but logical and sound decisions in the resolution of difficult and complex client situations
  • Work in an air-conditioned office environment
  • Sit for long periods of time and to perform duties wearing a headset, maintain alertness and attention to detail
  • Work the required shifts and hours of this position to include possible overtime
• Knowledge of:
  • Administrative and clerical procedures and systems such as computer operations, managing files and records, designing forms and other office procedures and terminology
  • Basic tenets of good telephone etiquette
  • Customer service and problem resolution techniques
  • Principles and concepts of teamwork, work-related goal setting and resource management
• Skills in:
  • Operating and explaining the operation of handsets, smart-phones, air cards and other telecommunications devices
  • Handling customer queries and problems in a non-confrontational manner that leads to customer satisfaction and problem resolution
  • Using standard office furniture and equipment, which may include use of a cash register
  • Using personal computer hardware and Microsoft software programs to include MS Excel, Access, MS Outlook, and Word
• Ability to:
  • Work in an air-conditioned office environment.
  • Learn and be capable of explaining the Company’s telecommunications service programs, products, and services.
  • Communicate naturally and pleasantly in fluent English in a polite, clear, concise, and accurate manner
  • Perform in a self-directed, creative, and forward-thinking manner, demonstrating alertness, attention to detail and a logical thought process
  • Provide a high level of customer service
• Other Requirements:
  • Perform overtime work, as needed
  • Preferably can speak Chinese or Korean.

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.