Technical Service Representative

Job Summary:

As a Technical Service Representative, you play a key role in accelerating organizational success by

completing service provisioning to provide products and services to customers and responding to them in a manner that meets or exceeds their service expectations. You assist customers with service issues, service requests and questions. You promote and sell company products and services to new and existing customers.

Key Accountabilities:

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service.

• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.

• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being arrogant.

You successfully fulfill the following essential duties and responsibilities:

You use your TECHNICAL SKILLS:

• Provision and troubleshoot local and long-distance services, calling features, cable modems, fiber equipment, ADSL, Fixed Wireless, Hosted Voice PBX, streaming cable services, voicemail, CLEC telephone, CLEC directory listings, number porting, Internet e-mail accounts, manual MetaSwitch changes, and update plant records.
• Receive and respond to incoming trouble calls to resolve issues, with a heavy focus on customer satisfaction, such as completing defined trouble shooting steps during each call, accessing networks to determine the cause, and escalating unresolved issues to higher-level technical staff.
• Assist Field/IR Technicians as a central point of contact for exchanging and communicating technical details, such as assisting Field/IR Technicians with trouble shooting and providing plant records.
• Provide technical assistance to Customer Service Representatives.
• Monitor Network Operations equipment to prevent service interruptions and outages. This may include monitoring equipment alarms, customer trouble report levels, daily reports, and system monitoring software to determine and prevent service interruptions and outages related to MetaSwitch, cable modem transport system, e-mail servers, fiber equipment, ADSL2, long-distance services, and available bandwidth levels and usage.

You use your CUSTOMER SERVICE SKILLS:

• Greet incoming callers or walk-in retail customers quickly and in a friendly and helpful manner.
• Respond to customer and potential customer requests by providing the information requested or determine who best can assist and route the request to the appropriate responder.
• Assist customers with new service requests, service plan changes and disconnects.

You utilize your ADMINISTRATIVE SKILLS:

• Complete billing system tasks necessary to add, change, or delete products and services, such as completing service orders and trouble tickets, scheduling installation and repair appointments, compiling individual or department sales information, and completing various audits and projects.
• Complete administrative tasks for service plan changes, disconnects, trouble tickets and various files and reports.

You utilize your SALES ACUMEN to drive sales by directly participating in the sales process:

• Market products to customers and potential customers by gathering information to determine their individual service needs and recommend products that best fill those needs.
• Share information with customers and potential customers to distinguish products against our direct and indirect competition.
• Market products to customers and potential customers by providing information on current promotions.
• Gather information regarding the effectiveness of our marketing and reasons for service disconnects.
• Develop and maintain a solid level of knowledge about the company’s products and services.

You use your COLLABORATIVE SKILLS:

• Interface with your Customer Service teammates, the Installation & Repair Department, and other departments to solve problems and meet customer needs.
• Support the company by completing other duties as assigned.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Planning and organization – Organize and manage multiple priorities; plan work activities; use time efficiently; plan for additional resources; set goals and objectives; meet deadlines.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Task & Detail-Oriented – Manage and follow through on multiple tasks, items, and communications in a timely manner; focus and concentrate; perform tasks with a high-level of accuracy and attention to detail.
• Logic & Reasoning – Use logic and reasoning to identify the strengths and weakness of alternative solutions, conclusions, and approaches to problems.

You will meet the following educational, licensing, certification, and work experience requirements:

• High School degree or equivalent required.
• Associate degree, technical training or experience in electronics and telecommunications preferred.
• Experience in office productivity software (email, calendar, word processing, spreadsheets, presentation software, etc.) required.
• Experience documenting and communicating technical situations with internal and external teams.
• Experience in telecommunications customer service preferred.
• Hold and maintain a valid driver’s license; driving record must meet the criteria of the company’s insurance carrier for acceptance of coverage.

You will follow the TVFC Core Values:

1. Humor & Fun
   1. We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails.
   2. We collaborate and value sharing our unique perspectives.
   3. We’re inclusive and create activities that align with people’s interests and passions.
2. Resilience
   1. We pride ourselves in meeting high-pressure challenges
   2. We never quit and demonstrate the ability to see daunting assignments through … successfully.
3. Lead by Example
   1. We demonstrate courage in having crucial (and sometimes “tough”) conversations.
   2. We are reliable and highly accountable in our use of systems and tools.
4. Continuous Improvement
   1. We’re creative thinkers who can adapt to evolving situations.
   2. We’re humbly confident, know our stuff, are willing to coach and be coached.
   3. We’re willing to make “healthy” self-sacrifices for the greater good.
5. “Team First” Initiative
   1. We are pro-active and stay on top of training and certifications.
   2. We willingly take on more responsibility if we see a need and can assist.
   3. We view individual accountabilities as representing the whole team.

You are able to work in the following environmental and working conditions:

• Travel to company and customer locations in varying conditions.
• You have the physical capability, mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.
• Included as part of this job description is a table of physical and mental job requirements specific to the area of employment.

Respectful Work Environment

Twin Valley Family Companies (TVFC) believes in providing a respectful and inclusive workplace and is an Equal Opportunity Employer. TVFC does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. Applicants and employees who need assistance or an accommodation due to a disability should contact human resources.