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Customer Care Representative

Responsible for managing incoming calls, e-mails and online chat inquiries from customers; generating sales leads that develop into new customers and identifying and assessing customers’ needs to achieve satisfaction.  THIS POSITION IS TEMPORARILY A “WORK FROM HOME” POSITION, DUE TO COVID-19.  THIS IS SUBJECT TO CHANGE.  UNTIL FURTHER NOTICE, TRAINING WILL TAKE PLACE REMOTELY AND ON-SITE FOLLOWING SOCIAL DISTANCING GUIDELINES.  CANDIDATE MUST HAVE SUITABLE ARRANGEMENT TO WORK FROM HOME WITH MINIMAL INTERRUPTIONS.

Department Customer Care Center
Reports to Customer Care Manager
Location Massillon, OH
Full/Part-time Customer Service
Hours evenings and weekends
Salary based on experience
Posting Ends 08/21/20

Essential Duties and Responsibilities

In this role, the Customer Care/Technical Support Representative has primary responsibility to:

  • Sell MCTV services – Internet, cable television, phone, and security packages
  • Be able to work with telephone system, computer network, and common office equipment
  • Answer customer questions regarding billing, TV services, including set-top boxes, common computer/cable modem questions, telephone service issues and display proper phone etiquette
  • Communicate clearly to customers through active listening, answering questions accurately and completely, resolve problems with one phone call
  • Physically sit at workstation for 8 hours per day.

 

The Customer Care/Technical Support Representative must successfully complete the training process to show:

  • Thorough understanding of MCTV’s billing system to access customer and unit inquiries, account balances, and work order and service call creation
  • Thorough understanding of MCTV’s internal monitoring systems, system maps, service call history, statements and campaigns
  • Thorough knowledge of troubleshooting techniques for customers’ cable television, Internet, and telephone issues

Qualifications

  • Must submit to successfully complete background check and drug test
  • High School Diploma or GED required
  • Previous sales experience preferred
  • Previous employment as Customer Service/Technical Support Representative preferred
  • Excellent verbal skills
  • Technical knowledge of computers, email and Internet preferred

Diverse Workforce / EEO

MCTV recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees. MCTV requires a drug test, background check, employment and education verification as conditions of employment. MCTV is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non-job related handicap or disability, or any other legally protected status.

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