Job Description

CUSTOMER SERVICE JOB DESCRIPTION

Seeking an individual to provide excellent customer service and to troubleshoot various internet and video service matters on Alliance Communications network. Primary responsibilities will include managing incoming calls and customer service inquiries, provide technical support by troubleshooting service issues, selling services, creating and scheduling service orders.

RESPONSIBILITIES:

· Provide technical support and troubleshooting of phone, internet, router, email and video issues

· Interact directly with customer via phone, in person or via chat or text messaging

· Provide product & service information regarding internet, phone and video products

· Sell and Upsell Alliance services to potential and current Alliance customers

· Establish new customer accounts

· Assist with Service Order and Trouble Ticket entry, sales and returns

· Schedule service calls

· Resolve customer complaints, questions, concerns, and service troubles

· Handle customer account and billing questions in a professional and courteous manner

· Relay Service information effectively to other departments and coworkers including but not limited to details of service, condition of plant or equipment, customer issues, complaints and praises

· Participate in special events such as sponsored events, community exhibits, Annual Meeting and other events as necessary

REQUIREMENTS:

· Communicate clearly and professionally with customers

· Strong problem solving skills

· Ability to work in a fast paced, ever changing environment

· Ability to multi task, prioritize and manage time effectively

· Knowledge of Microsoft Office including Word, Excel and Outlook

· Ability to lift 40 lbs and sit or stand for extended periods of time

· Speak, type and communicate in English (Spanish is a plus)

· Pass background check and drug screening process

EXPERIENCE:

· Previous Customer Service experience (Banking or Technical field is a plus)

· Previous Communications or Internet support experience (a plus)

· Experience with Innovative Systems or Calix Software platform (a plus)

· Good team building, intercommunication skills and project management

EDUCATION:

· High School diploma or equivalent

· 2 or 4 year Associates or Undergraduate degree

Alliance offers a competitive compensation package including competitive pay, NTCA Medical, Dental and Life coverage, NTCA Retirement and Savings, and other benefits within the Alliance Communications Cooperative service area. To apply, please submit your resume to applications@alliance.coop. To learn more about Alliance Communications Cooperative go to www.alliancecom.net or visit us on Facebook!

Contact Information:

605-594-3411

applications@alliance.coop