Location: Syracuse,NY, USA
**JOB TITLE:** Customer Support Representative **STATUS:** Non-Exempt
**DEPARTMENT:** Customer Support
**REPORTS TO:** Director of Customer Support
**FULL/PART-TIME:** Full-Time
**JOB SUMMARY:**
The Customer Support Representative is responsible for handling of all incoming calls that pertain to applications for or requests for service and other related tasks involving all services. In addition, they are responsible for directing incoming calls involving other Northland Communications products or services to the appropriate departments or personnel within the Company and providing support to other departments. The Customer Support Representative is responsible for writing orders with a high degree of accuracy and data entry into the billing system, while also handling a variety of concerns pertaining to Northland products and services
**JOB DUTIES:**
* Answer main phone lines within 2 rings, handle customer need, direct telephone calls to appropriate personnel, or take messages as requested for both Northland and Oneida County Rural Telephone customers.
* Comply with all industry regulations and order compliance filings for PSC and FCC. Including but not limited to CPNI, Red Flag, and porting requirements.
* Preparation & reconciliation of various monthly reports.
* Accounts Receivable
* Provide support to other departments and provide backup to others in Customer Support as needed.
* Perform order writing, order review, CCare data entry, data entry checking, billing duties and follow-up for all services.
* Prepare proposals, presentations, and contracts for business customers.
* Miscellaneous accounting tasks including processing overpayments, credit transfers and misapplied payments.
* Coordinate and assist with outside events
* Office administration, including but not limited to
* Payroll, ordering supplies, coffee and water, and processing invoices.
* Project Management of complex multi-site services orders, special project and product rollouts, as required.
* Perform collection function for company and handle customers with delinquent accounts on an as needed basis.
* All other duties and special projects as assigned
**SUPERVISORY RESPONSIBILITIES:** N/A
**EQUIPMENT AND MACHINES USED:**
* Ability to use the following equipment: computer, telephone, calculator, fax machine, photocopier.
* Ability to use the following software: Ccare, Reporting V2, Billing Reports- Accounting, Microsoft Word, Microsoft Excel, Microsoft Publisher, Outlook Explorer, Internet.
**MINIMUM JOB QUALIFICATIONS:**
* High School Diploma necessary
* Associate degree and/or a telecommunications background preferred
* Must be organized and have attention to detail
* Excellent communications skills
* Strong math skills
* Job rotation between offices may be required
* Valid Drivers License is required and valid transportation to attend work group meetings, customer meetings, and organizational meetings. Other limited travel may be necessary
**ACCOUNTABILITIES:**
* Quality provide exceptional customer service to potential and existing customers by consistently providing accurate information, issuing correct orders from requests for new/disconnect or changes to services including follow-up, meeting timely commitment dates and responding quickly to our customers needs.
* Teamwork interact effectively with peers, managers and customers in a professional manner. Responds to the needs of co-workers, managers and customers.
* Problem Solving demonstrating the ability to think objectively and independently to make decisions and consider the most effective way to accomplish tasks.
* Professionalism demonstrates personal integrity, adheres to company policies including dress code and personal use of company owned equipment and represents the company in a way that is consistent with the company philosophy/vision statement.
* Communication effectively communicates both written and orally to internal and external customers. Effectively listens and comprehends, demonstrates willingness to accept feedback, constructive criticism and apply as appropriate.
* Adaptability demonstrates a willingness to accept new job responsibilities and attend training sessions to further knowledge on Northland products and services.
* Reliability- follows instructions, completes all assignments accurately and timely.
* Organization demonstrates a high level of organization including planning and prioritizing work and consistently performing essential job functions (e.g., memo accounts, verifying contacts, etc.)
* Dependability de monstrates ow n dependability with satisfactory attendance and work ethics while performing all tasks in an accurate, professional and timely fashion.
**EMPLOYER'S DISCLAIMER:**
* All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
* All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
* This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
* This document does not create an employment contract, implied or otherwise, other than an at will employment relationship.
* We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.