Customer Care Specialist

CUSTOMER CARE
SPECIALIST
Conway Corporation is seeking a qualified individual for our Call Center to provide front-line technical assistance to users of Conway Corporation services and receive calls from work crews to communicate outages or planned maintenance in areas that affect customers.

• BASIC FUNCTION: Provide front-line technical assistance to users of Conway Corporation video, data, voice, security, electrical, water, and wastewater services. Also, receive calls from work crews to communicate outages or planned maintenance in areas that affect customers.

• Requirements
  1. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and social media inquiries for technical support from customers, including, but not limited to, assisting with connection issues, aiding customers with e-mail set-up, programming modems, setting up accounts, trouble-shooting video problems, and problem resolution.
  2. Interviews customers to collect information about inquiries or problems, resolving issues tactfully and expeditiously within the policies and procedures of the Corporation.
  3. Handles problem recognition, research, isolation, resolution, and follow-up for routine customer problems, referring more complex problems to supervisor or technical staff.
  4. Logs and tracks calls, maintains history records and related problem documentation, and prepares reports for management as needed.
  5. Actively listen to customer concerns ask questions to determine customer needs and recommend Conway Corp products to satisfy customer needs.
  6. Creates work orders for electric, water, video, data, voice, and security orders or phone calls.
  7. Prepares change of address records and issues service discontinuance orders.
  8. Follow communication procedures, guidelines, and policies.
  9. Meet personal and customer service team sales and productivity goals.

   

  EDUCATION, WORK EXPERIENCE, AND PEOPLE SKILLS:

  • High school diploma or equivalent
  • Strong customer service skills, including courteous telephone etiquette and professionalism, and the ability to exhibit patience and empathy under pressure
  • Excellent communication and organization skills with an emphasis toward customer service and the ability to multi-task, prioritize and manage time effectively

  TECHNICAL SKILLS:

  • Working knowledge of the Internet, including but not limited to web browsers, Wi-Fi connected devices, email programs, and social media
  • Working knowledge of operating systems including but not limited to Windows, iOS, and Android
  • Ability to use job-specific computer software, programs, phone systems, and applications concurrently
  • Identifies and understands issues and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions

    OTHER:

  • Regular and punctual attendance
  • Ability to work effectively during periods of time constraints and without direct supervision
  • Ability to work evenings, weekends, and non-standard hours as part of regular schedule.

Full-time position with excellent benefits.

Apply online at:
www.conwaycorp.com/jobs
Closing date: 06/01/2023
AN EEO/ADA EMPLOYER