South Central Connect LLC

Subscriber Support Representative (SSR)

Arkadelphia, AR

full time

On-site

Oil and Gas

About This Job

Subscriber Support Representative (SSR)

South Central Connect, LLC. – Arkadelphia, AR

Job description

The full-time Subscriber Support Representative (SSR) supports the subscriber experience by providing outstanding service for a high level of subscriber satisfaction. The SSR promotes positive public relations through knowledgeable, responsive, and courteous interactions with current and potential subscribers, contractors, vendors, and the general public.

Responsibilities and Essential Job Functions :

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Promptly and courteously responds to subscriber inquiries and provides support via telephone, email, written correspondence or face-to-face regarding service requests.

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Maintains accurate and complete member records via computer in a timely fashion including but not limited to contact tracking records, notes, and set up and provisioning of accounts, addresses, payment collections and cash drawer balancing, outages, and related procedures to ensure generation of appropriate records, correspondence, and service orders for effective work management.

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Coordinates with internal staff and contractors to address various customer service related issues, including eligibility, line extensions, seasonal billing, equipment, technical issues,

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Promotes a positive subscriber experience through ongoing and effective employee/subscriber/contractor/vendor/partner communication. Attends community and promotional events as appropriate.

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Promotes and maintains a safe working environment, observes all safety rules, and supports the Mission Statement and Core Values in carrying out the responsibilities of the position.

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Supports and keeps up-to-date of bylaws, guidelines, policies/procedures and philosophies of the parent cooperative to effectively serve and support members and subscribers.

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Performs other duties as assigned to fulfill the objectives of this position.

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These statements are intended to describe the general nature and level of work being performed by people assigned to this position. This is not intended to be construed as an exhaustive list of all responsibilities and tasks that may be assigned.

Reporting Relationships

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Directs: None

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Internal: Regularly confers with fellow subsidiary employees and other departments within the parent cooperative as needed.

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External: Maintains great relations with vendors, contractors, subscribers, customers, and the general public in carrying out the responsibilities of this position.

Physical Requirements

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Sitting: The employee should be able to sit for long durations, with short breaks.

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Standing and Walking: Occasionally, the employee might need to stand or walk for short periods, such as moving to different offices, attending meetings, or going to the printer.

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Reaching and Bending: The ability to reach, bend, or stretch to retrieve items or use office equipment.

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Typing: Proficiency in typing and the ability to use a keyboard and mouse for data entry, communication, and other computer-based tasks.

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Hearing: The ability to hear and understand verbal communication, whether in person, over the phone, or through video calls.

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Speaking: Clear verbal communication skills for interacting with subscribers.

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Light Lifting: Occasionally, the ability to lift light objects, typically under 10-20 pounds.

Qualifications

To perform the job successfully, an individual should have the following education, competencies, and experience:

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High school diploma or equivalent.

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Must be dependable.

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Demonstrated ability to effectively deal with people in difficult or stressful situations.

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Previous customer service and/or technical support is preferred.

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Proven ability to multi-task and plan/organize work to meet deadlines, all with a high degree of accuracy with attention to detail.

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Strong analytical and critical thinking skills with demonstrated problem-solving abilities.

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Effective communication skills and the ability to work as a team player.

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Understanding and appreciation of technology and telecommunications along with general computer skills and proficiency in using standard office equipment.