CTC
Job Title
Member Services Representative I
Department
Member Services
Description
The primary responsibility of the Member Service Representative (MSR) is to provide high quality, effective and efficient service and technical support to all membership and potential membership of CTC. Ensure member satisfaction by providing targeted member service when answering all incoming telephone calls or walk in members. Provide members with basic technical support as well as communicating with members through online web portals. MSR's will partner with all departments and technical support in resolving member issues. MSR's will effectively communicate with the CTC membership in verbal and written format.
Requirements
*In addition to the above, this position will perform other work related duties as assigned. These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.
CTC MISSION:
To empower our members, employees, and communities through exceptional service and life changing technology solutions for a sustainable future.
CTC VISION:
Through technology leadership, smart growth, and community engagement, our cooperative will demonstrate extraordinary focus to positively transform those we serve.
Job Family:
This position has three distinct levels within the family of positions. These levels include Member Service Representative I, Member Service Representative II, and Member Service Representative III. All levels of this job family will be cross-trained and work as a team to service the responsibilities placed on the group in its entirety.
Member Service Representative I: This position will support the day-to-day calls and perform all essential functions at a basic level. The MSR I will have the ability to communicate effectively with members and properly assess the member's needs with billing and services, including some technical troubleshooting. The MSR I will perform general administrative support to the MSR department. The MSR I will be required to sell, up-sell and retain CTC products and services to members and be able to communicate effectively with members in verbal form, email and Live Chat tools.
Essential Requirements:
Ability to communicate effectively. Knowledge of standard English, spelling, grammar and vocabulary. Ability to follow written and oral instructions. Skills in operating technical work devices and proficiency with MS Office platforms. Advanced proficiency in operating telephone system and understanding callers requests. Skills in prioritizing, organizing and paying close attention to detail and the memory to retain pertinent information. Ability to meet inflexible deadlines and perform non-predictive multiple tasks with frequent interruptions. Ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully. Ability to function effectively as a team player and within a team environment. Make appropriate decisions in accordance with established company policies and procedures. MSR may be required to work outside of regular business hours. Working ability to sit for long periods of time entering data at a computer and using the phone/ headset. Advanced ability to maintain efficient workflow. This position has an extremely high value of direct impact on membership satisfaction and has a direct impact on sales and retention of customer. Failure to effectively perform the essential functions of the job can result in financial hardship to the Cooperative by impacting revenues.
Education and Experience:
Member Service Representative I - High school diploma or equivalent. Three or more years of customer service experience.
Physical Requirements:
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.
While performing the duties of this job, the employee is frequently required to see; hear; talk; grasp; feel and finger equipment to complete assigned job tasks. This position requires prolonged periods sitting at a desk, answering phone calls, and working on a computer. The employee is regularly required to be able to lift, climb, stoop, kneel, pull and push. The employee frequently must be able to lift up to 25 pounds.
Travel
Travel may be required for the purpose of meetings and trainings. Overnight travel may be required if traveling outside of CTC's existing service area.
Supportive Relationships:
Internal - All employees should work together toward a common goal of continued progress of the company. The employees shall attempt to maintain pleasant working relationships with those in their own and other departments.
External - Employees shall remember that quality service is the only reason that the company is in existence. To the individual customer, that employee is CTC.
Work Environment
While performing the essential duties of this job, the employee is regularly exposed to moderate noise (i.e. business office with computers, phone, printers, light traffic); ability to work in a confined area (i.e. office cubicle); and ability to sit a computer terminal for an extended period of time.
This factor measures the surroundings and physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.
Good working conditions with the absence of disagreeable conditions.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Key Responsibilities
Results
Member Service 20% Provide professional, friendly and helpful member service by assisting members with product, services, and billing questions. Answer all incoming calls into the member service center. Assist walk-in members and potential members face-to-face. Technical Support 15%
Provides technical support and basic troubleshooting with customer trouble tickets. Provides basic support in troubleshooting ONT's, including changing passwords and activating or deactivating wireless services. Listen and appropriately respond to member complaints. Generates trouble tickets as appropriate. Billing 20%
Receives credit card payments over the phone and encourages e-billing for CTC members. Receive payments for services. May create bank deposits and maintain files for account receivable. Sales & Retention 20%
Focuses on membership retention, specifically when talking to members that are considering other providers for services and explains the benefits of CTC and membership. Accepts orders from existing membership for additional services. Verifies with members the monthly billing amount, taxes and surcharges. Provide back-up support to new member sales. Utilizes NOC360 and Metaview to examine subscriber accounts and understands usage patterns. Works directly with member to analyze services and determine best package available based upon usage. Systems & Records 15%
Operates proficiently and effectively within eLations. This function includes creation of service orders for residential and business members, billing information, credit approval information and detailed notes. Maintenance of both active and inactive member files; processes service and disconnect orders. Process daily, weekly, and monthly reports and data requests. Other Responsibilities 10%
Provide phone directory support and accurately input local listings. Distributes inter-company mail. Open mail and distribute to appropriate individuals. Completes office tasks and special projects as assigned. Protect the confidentiality of member's financial and personal information. Comply with CPNI regulations. Core Values
Performance 20%
Acts in ways that help, assist, and benefit our members and communities we serve Considers what might be important to each member, anticipates needs and then acts proactively Focuses on customer-oriented actions that will build strong, long-term relationships for the cooperative Innovation 20%
Treats all people with dignity and values them as individuals Maintains a positive, encouraging and respectful attitude towards their co-workers and our members Open-minded to new ideas, adaptable and flexible with new ways of doing things Member Experience 20%
Committed to being honest and ethical and to maintain consistency between our values and actions Does the right thing, regardless of the situation or external pressures Demonstrates personal accountability to co-workers and in fulfilling their role on the team Accountability 20%
Displays dedication and commitment to providing quality products and services to the cooperative's members Takes pride in their work and holds themselves accountable for results Works to increase value for members through improved efficiency and expanding their skills through professional development Competition 20%
Works to build strong relationships and teamwork, cooperating with co-workers to achieve common goals. Remains engaged in their work and listens well Adapts well to change and new ways of doing things Takes the initiative to help where help is needed, without being asked
Member Services Representative I
Department
Member Services
Description
The primary responsibility of the Member Service Representative (MSR) is to provide high quality, effective and efficient service and technical support to all membership and potential membership of CTC. Ensure member satisfaction by providing targeted member service when answering all incoming telephone calls or walk in members. Provide members with basic technical support as well as communicating with members through online web portals. MSR's will partner with all departments and technical support in resolving member issues. MSR's will effectively communicate with the CTC membership in verbal and written format.
Requirements
*In addition to the above, this position will perform other work related duties as assigned. These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.
CTC MISSION:
To empower our members, employees, and communities through exceptional service and life changing technology solutions for a sustainable future.
CTC VISION:
Through technology leadership, smart growth, and community engagement, our cooperative will demonstrate extraordinary focus to positively transform those we serve.
Job Family:
This position has three distinct levels within the family of positions. These levels include Member Service Representative I, Member Service Representative II, and Member Service Representative III. All levels of this job family will be cross-trained and work as a team to service the responsibilities placed on the group in its entirety.
Member Service Representative I: This position will support the day-to-day calls and perform all essential functions at a basic level. The MSR I will have the ability to communicate effectively with members and properly assess the member's needs with billing and services, including some technical troubleshooting. The MSR I will perform general administrative support to the MSR department. The MSR I will be required to sell, up-sell and retain CTC products and services to members and be able to communicate effectively with members in verbal form, email and Live Chat tools.
Essential Requirements:
Ability to communicate effectively. Knowledge of standard English, spelling, grammar and vocabulary. Ability to follow written and oral instructions. Skills in operating technical work devices and proficiency with MS Office platforms. Advanced proficiency in operating telephone system and understanding callers requests. Skills in prioritizing, organizing and paying close attention to detail and the memory to retain pertinent information. Ability to meet inflexible deadlines and perform non-predictive multiple tasks with frequent interruptions. Ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully. Ability to function effectively as a team player and within a team environment. Make appropriate decisions in accordance with established company policies and procedures. MSR may be required to work outside of regular business hours. Working ability to sit for long periods of time entering data at a computer and using the phone/ headset. Advanced ability to maintain efficient workflow. This position has an extremely high value of direct impact on membership satisfaction and has a direct impact on sales and retention of customer. Failure to effectively perform the essential functions of the job can result in financial hardship to the Cooperative by impacting revenues.
Education and Experience:
Member Service Representative I - High school diploma or equivalent. Three or more years of customer service experience.
Physical Requirements:
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.
While performing the duties of this job, the employee is frequently required to see; hear; talk; grasp; feel and finger equipment to complete assigned job tasks. This position requires prolonged periods sitting at a desk, answering phone calls, and working on a computer. The employee is regularly required to be able to lift, climb, stoop, kneel, pull and push. The employee frequently must be able to lift up to 25 pounds.
Travel
Travel may be required for the purpose of meetings and trainings. Overnight travel may be required if traveling outside of CTC's existing service area.
Supportive Relationships:
Internal - All employees should work together toward a common goal of continued progress of the company. The employees shall attempt to maintain pleasant working relationships with those in their own and other departments.
External - Employees shall remember that quality service is the only reason that the company is in existence. To the individual customer, that employee is CTC.
Work Environment
While performing the essential duties of this job, the employee is regularly exposed to moderate noise (i.e. business office with computers, phone, printers, light traffic); ability to work in a confined area (i.e. office cubicle); and ability to sit a computer terminal for an extended period of time.
This factor measures the surroundings and physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.
Good working conditions with the absence of disagreeable conditions.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Key Responsibilities
Results
Member Service 20% Provide professional, friendly and helpful member service by assisting members with product, services, and billing questions. Answer all incoming calls into the member service center. Assist walk-in members and potential members face-to-face. Technical Support 15%
Provides technical support and basic troubleshooting with customer trouble tickets. Provides basic support in troubleshooting ONT's, including changing passwords and activating or deactivating wireless services. Listen and appropriately respond to member complaints. Generates trouble tickets as appropriate. Billing 20%
Receives credit card payments over the phone and encourages e-billing for CTC members. Receive payments for services. May create bank deposits and maintain files for account receivable. Sales & Retention 20%
Focuses on membership retention, specifically when talking to members that are considering other providers for services and explains the benefits of CTC and membership. Accepts orders from existing membership for additional services. Verifies with members the monthly billing amount, taxes and surcharges. Provide back-up support to new member sales. Utilizes NOC360 and Metaview to examine subscriber accounts and understands usage patterns. Works directly with member to analyze services and determine best package available based upon usage. Systems & Records 15%
Operates proficiently and effectively within eLations. This function includes creation of service orders for residential and business members, billing information, credit approval information and detailed notes. Maintenance of both active and inactive member files; processes service and disconnect orders. Process daily, weekly, and monthly reports and data requests. Other Responsibilities 10%
Provide phone directory support and accurately input local listings. Distributes inter-company mail. Open mail and distribute to appropriate individuals. Completes office tasks and special projects as assigned. Protect the confidentiality of member's financial and personal information. Comply with CPNI regulations. Core Values
Performance 20%
Acts in ways that help, assist, and benefit our members and communities we serve Considers what might be important to each member, anticipates needs and then acts proactively Focuses on customer-oriented actions that will build strong, long-term relationships for the cooperative Innovation 20%
Treats all people with dignity and values them as individuals Maintains a positive, encouraging and respectful attitude towards their co-workers and our members Open-minded to new ideas, adaptable and flexible with new ways of doing things Member Experience 20%
Committed to being honest and ethical and to maintain consistency between our values and actions Does the right thing, regardless of the situation or external pressures Demonstrates personal accountability to co-workers and in fulfilling their role on the team Accountability 20%
Displays dedication and commitment to providing quality products and services to the cooperative's members Takes pride in their work and holds themselves accountable for results Works to increase value for members through improved efficiency and expanding their skills through professional development Competition 20%
Works to build strong relationships and teamwork, cooperating with co-workers to achieve common goals. Remains engaged in their work and listens well Adapts well to change and new ways of doing things Takes the initiative to help where help is needed, without being asked