Technical Support Representative

EXTERNAL APPLICANTS ONLY

CDE Lightband, the municipal power provider for the City of Clarksville, offers electric, television, Internet, and phone service to customers within the city limits. CDE Lightband serves over 86,000 metered homes and businesses with electric service and more than 30,000 customers with broadband services over our Fiber-to-the-Premise Network.

We are seeking energetic, professional, and courteous individuals to join our Broadband Customer Support team as full-time Technical Support Representatives. The ideal candidate is knowledgeable or capable of training in broadband support for phone, internet, and cable, and has a strong drive to deliver an exceptional customer experience.

Technical Support Representative

Team/Division:

Customer Support / Broadband

Reports To:

Broadband Customer Experience Supervisor

Job Status:

Full-Time

Work Schedule:

Monday–Friday, 3:00 p.m. - Midnight

Pay Status:

Hourly

FLSA Status:

Non-Exempt

Pay Grade:

5

Created/Updated:

July 2017

Job Summary

Incumbents assist customers with all broadband-related issues, provide basic customer support, and coordinate information between customers and after-hours personnel for service calls. They also answer general customer questions about CDE Lightband operations. Incumbents should be expected to work rotating schedules as needed to assist in 24-hour, 7-day-a-week service to customers. This is a full-time position.

Essential Duties and Responsibilities

- Provide basic customer support for CDE Lightband broadband customers, answer general questions regarding CDE Lightband operations, record and accurately organize information regarding service issues, interruptions, and outages; accumulate and organize information from the automated outage management system, place and return calls to customers as needed; conduct all work in a professional, courteous, and civil manner with a helpful and friendly approach

- Coordinates and dispatches information between customers, data management system, and after-hours personnel; notifies after-hours crews of outages, issues, or other pertinent information; records information accurately;

- Prepares necessary reports and reports; follows up on customer issues with appropriate business personnel; reports as needed

- Communicates and explains CDE Lightband billing, receipt, and payment systems as needed

- Performs other duties as assigned, of a similar nature, or to provide assistance as needed

Qualifications

Education:

High School Degree or Equivalent

Experience:

Experience in Customer Service, Call Center, Dispatch, or similar high-favored

Certifications & Licenses:

CPR/AED or ability to obtain upon hire

Other Requirements:

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job is also considered

Knowledge, Skills, and Abilities

- Knowledgeable of Customer service principles and practices

- Skilled in Basic Computer and related software applications

- Skilled in the Operation of telephone devices, online chat, or other equipment, while communicating in a clear and coherent speaking or written voice;

- Skilled in reading and comprehending training documents

- Skilled in organizing and presenting data

- Ability to provide a high level of customer service through verbal and written communication

- Ability to work independently and individually, and to accept responsibility and account for his/her actions

- Ability to communicate clearly and concisely, both in writing and through the spoken word.

- Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems

- Ability to pay attention to the minute details of a project or task

- Ability to identify and correct conditions that affect employee safety

Physical Demands

Fingering (fine dexterity)

F

Lifting/Carrying

Other:

Handling (grasping, holding)

F

Under 10 lbs

F

Use of a headset

O

Repetitive Motion

F

11-20 lbs

O

Ability to identify colors independently of others

R

Reaching

O

21-50 lbs

R

Climb

N

51-100 lbs

N

Crawl

N

Over 100 lbs

N

Extended Periods of Sitting

F

Kneel

R

Pushing/Pulling

Squat

R

Under 10 lbs

F

Speaking clearly to be understood on the telephone & hearing a response

C

Sit

C

11-20 lbs

O

Stand

F

21-50 lbs

R

Bend

F

51-100 lbs

N

Walk

C

Over 100 lbs

N

Legend: N = Never; R = Rarely; O = Occasional (1% - 33%); F = Frequent (34% - 66%); C = Constant (over 66%)

Working Conditions

- Indoor office position

- Positions require prolonged periods of sitting with opportunities for breaks, also requiring clear communication in both face-to-face communication as well as clearly speaking and hearing

Additional Note

The above job description is intended to represent only the key areas of responsibility; specific position assignments will vary depending on the department's business needs.

All employees in pursuit of their job duties should demonstrate the behaviors of the Code of Ethics and the CDE Lightband Mission & Vision.

EEO Compliant. TN Drug-Free Workplace. i9 & E-Verify Participant. Equal Opportunity Employer.