• Job Description

  Req#: 30237

  ABOUT BUCKEYE BROADBAND

  Buckeye Broadband is the leading provider of High-Speed Internet, Cable TV, and phone services in northwest Ohio and southeast Michigan. Our 600+ employees are committed to excellence and innovation, and are encouraged to volunteer in their local communities in which we live and provide service. Buckeye Broadband offers an inclusive total rewards package, which includes the following benefits for all full-time employees:

  • Competitive Pay
  • Comprehensive Health Benefits
  • 401K Retirement Savings
  • Paid Time Off
  • Discounted Cable and Internet (Within Service Area)
  • Career Development
  • Wellness & Fitness Programs
  • Community Involvement Opportunities

  COMPANY: Buckeye Broadband

  JOB TITLE : Bilingual Customer Service Representative (English and Spanish)

  DEPARTMENT: Customer Service

  JOB SUMMARY

  • The Bilingual Customer Service Representative (CSR) is responsible for directly servicing the needs of English and Spanish speaking Buckeye residential customers with general information, billing, and promoting and selling Buckeye products and services to new and existing customers.
  • The CSR will provide analysis to advise Buckeye customers on their purchasing decisions with recommendations of technology solutions, thoroughly educates, and demonstrates the advantages of the recommended package. The Customer Service Representative maintains a strong customer focus and strives to make all interactions a positive customer experience. The CSR reports directly to the assigned Customer Service Supervisor(s). There are no reports to this position.

  ESSENTIAL JOB FUNCTIONS

  The Bilingual Customer Service Representative is accountable for the following items:

  • Communicating 100% accurate information to customers regarding billing invoices, cycles, procedures and processes;
  • Communicating 100% accurate information to customers regarding general information about our products, services, and the company resulting in a First Call Resolution;
  • Suggestive selling to upgrade customers’ services;
  • 100% accuracy on all work performed;
  • Warm transferring of every call that is beyond their skill proficiencies to the correct area of the company whenever possible;
  • 100% accuracy in verifying field appointment times with customers;
  • Rescheduling field appointments as requested by a customer;
  • Completing the Final Notice call out program as assigned;
  • Receiving all incoming telephone correspondence or walk-up customers and providing unaided first-call resolution to the customer’s requests that are within skill proficiencies, billing system privileges, company policies, and department procedures;
  • Using the PC workstation to access customers’ accounts in order to assist customers with their needs;
  • Insuring the confidentiality of all customer information;
  • Working continuously with co-workers as a team to achieve the goals of Customer Operations;
  • Using their own good judgment when servicing the needs of our customers;
  • Actively promoting the sales and retention of the Company’s services to our customers and co-workers;
  • Actively pursuing the unauthorized use of the Company’s products and services;
  • Meeting the standards set forth by the management of Customer Service;
  • Sending comment cards to customers on a regular basis;
  • Completing Data Entry as assigned;
  • Keeping the department and lobbies neat and organized;
  • Attendance at monthly department trainings and team meetings as assigned by the Customer Operations Management Team;
  • Accurately recording time sheets and notifying a Call Center Operator when late for work as outlined in the attendance procedure;
  • Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
  • Performing any miscellaneous department duties as needed.

  JOB REQUIREMENTS

  Education and Experience

  • Fluent in English and Spanish (verbal and written) – required
  • Previous experience in a customer service environment – required
  • Keyboard Skills – required
  • High School Diploma – required
  • Must be able to pass our comprehensive background and drug screen – required

  Core Competencies

  • Agile – Embraces change; adaptable and flexible; sense of urgency;
  • Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
  • Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
  • Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
  • Accountable – Be accountable; Hold each other accountable.

  Other Skills/Requirements

  • Maintains punctuality and good attendance;
  • Background record that meets Company standards;
  • Reliable means of transportation at all times.

  PHYSICAL DEMANDS

  May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 20 lbs. is occasionally needed.

  WORKING CONDITIONS

  The Bilingual Customer Service Representative is a non-exempt hourly position. Customer Service is in operation 24 hours a day, 7 days a week, including holidays. The regular working hours may vary to accommodate the needs of the department.

  • Overtime is required and must be approved in advance by the supervisor.
  • Lunch and dinner breaks are assigned daily.
  • If the employee is additionally assigned to work in the Lobby where there are a limited number of employees, an employee who has approved intermittent leave will be temporarily reassigned to a larger work group where the loss of attendance will not cause as great of a hardship for the business. When the intermittent leave has expired, the employee will resume where they were previously assigned.
  • The CSR is required to share a desk with other co-workers.
  • The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
  • The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

  USE OF COMPANY RESOURCES, EQUIPMENT AND CONFIDENTIAL INFORMATION

  Company resources, equipment and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

  The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

  Buckeye Broadband is an Equal Opportunity Employer (EOE)

• About the company

  Buckeye Broadband is a cable and telecommunications company located in Toledo, Ohio, United States, owned by Block Communications. Buckeye Broadband provides cable television, broadband internet and home telephone services.

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