Customer Care/Technical Support Representative

Customer Care/Technical Support Representative

Reports to: Customer Care Manager Department: Customer Care Center

Location: Massillon, Ohio

Type of Position: Full-time

Hours: Evenings and Weekends

Compensation: Hourly (based on experience)

Submission Deadline: January 22, 2021

About MCTV

MCTV "goes the extra smile" for its customers, adding high -touch service to high-tech telecommunications. Since 1965, MCTV's 17 0 local employees have been serving their neighbors with a full complement of advanced broadband products including High-Speed Internet, Digital TV, residential and commercial phone, television advertising, dedicated fiber optic connections and security systems. More than 50,000 homes and businesses in Stark, Wayne, Summit, Carroll, Monroe, Jefferson, Columbiana and Tuscarawas Counties rely on MCTV for their telecommunications needs.

Description

Responsible for managing incoming calls, e-mails and online chat inquiries from customers; generating sales leads that develop into new customers and identifying and assessing customers' needs to achieve satisfaction. THIS POSITION IS TEMPORARILY A "WORK FROM HOME" POSITION, DUE TO COVID -19. THIS IS SUBJECT TO CHANGE. UNTIL FURTHER NOTICE, TRAINING WILL TAKE PLACE REMOTELY AND ON-SITE FOLLOWING SOCIAL DISTANCING GUIDELINES. CANDIDATE MUST HAVE SUITABLE ARRANGEMENT TO WORK FROM HOME WITH MINIMAL INTERRUPTIONS.

Essential Duties and Responsibilities

• In this role, the Customer Care/Technical Support Representative has primary responsibility to:
• Sell MCTV services - Internet, cable television, phone, and security packages
• Be able to work with telephone system, computer network, and common office equipment
• Answer customer questions regarding billing, TV services, including set-top boxes, common computer/cable modem questions, telephone service issues and display proper phone etiquette
• Communicate clearly to customers through active listening, answering questions accurately and completely, resolve problems with one phone call
• Physically sit at Workstation for 8 hours per day.
• The Customer Care/Technical Support Representative must successfully complete the training process to show:
• Thorough understanding of MCTV's billing system to access customer and unit inquiries, account balances, and work order and service call creation
• Thorough understanding of MCTV's internal monitoring systems, system maps, service call history, statements and campaigns
• Thorough knowledge of troubleshooting techniques for customers' cable television, Internet, and telephone issues

Qualifications

• Must submit to successfully complete background check and drug test
• High School Diploma or GED required
• Previous sales experience preferred
• Previous employment as Customer Service/Technical Support Representative preferred
• Excellent verbal skills
• Technical knowledge of computers, email and Internet preferred

Diverse Workforce/EEO

MCTV recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees. MCTV requires a drug test, background check, employment and education verification as conditions of employment. MCTV is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non- job related handicap or disability, or any other legally protected status.

Benefits include medical, vision, dental, life insurance, profit sharing, holiday and vacation time.