Customer Care Specialist

Customer Care Specialist (Administrative)

BASIC FUNCTION:
Provide front-line technical assistance to users of Conway Corporation video, data, voice, security, electrical, water, and wastewater services. Also, receive calls from work crews to communicate outages or planned maintenance in areas that affect customers.

• Answer, evaluate, and prioritize incoming telephone, voice mail, e‑mail, and social media inquiries for technical support from customers, including, but not limited to, assisting with connection issues, aiding customers with e‑mail set‑up, programming modems, setting up accounts, troubleshooting video problems, and problem resolution.
• Interview customers to collect information about inquiries or problems, resolving issues tactfully and expeditiously within the policies and procedures of the Corporation.
• Handle problem recognition, research, isolation, resolution, and follow‑up for routine customer problems, referring more complex problems to the supervisor or technical staff.
• Log and track calls, maintain history records and related problem documentation, and prepare reports for management as needed.
• Actively listen to customer concerns, ask questions to determine customer needs and recommend Conway Corp products to satisfy customer needs.
• Create work orders for electric, water, video, data, voice, and security orders or phone calls.
• Prepare change of address records and issue service discontinuance orders.
• Follow communication procedures, guidelines, and policies.
• Meet personal and customer service team sales and productivity goals.