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MUSCATINE POWER and WATER HelpDesk Representative in MUSCATINE, Iowa

Job PurposeProvide exceptional customer service with high-level support to customers on a variety of issues specializing in troubleshooting the cable modem, wireless Internet and cable TV services.i Respond to telephone calls and emails relating to Internet, cable TV, electric, water, and other miscellaneous issues.i Track and monitor problems to ensure a timely resolution.i Sell and support communication products, have a complete understanding of cycle billing, and provide technical interface with other service departments within the Utility.Schedule: Monday - Friday 3:00 pm to Midnight; ocassional overtimeSpecific ResponsibilitiesTroubleshoot customer issues with Communications Utility products and services (email, Internet, TV), promoting communications services.Using the approved communications model to ensure customers are handled efficiently and with respect, respond to customer telephone calls and emails as they relate to services and products provided by the Utility:Answer questions and perform business relating to all utilities, including, but not limited to residential applications for service, rates, promotions, policies, and service rules.Promote the use of and sell MPandW communications services to customers.Create service orders for field personnel based on customer needs, calling out personnel depending on the situation.Accept payments over the phone and accurately enter the transactions.In conjunction with Trafficking Specialist, test all communications equipment as it is returned from the customer's location.Other ResponsibilitiesIdentify, research, and resolve technical problems, notifying the appropriate department of the issue.Interact with other technical areas of the Utility to address customer concerns or identified problems with the network.Back up Customer Services Representatives as needed.Other duties as assigned.QualificationsKnowledgeAssociate's degree with an emphasis in technical training/coursework related to networking or equivalent combination of education and experience required.Minimum 2 years of customer service experience, prior helpdesk experience preferred.Familiar with a variety of computer software/hardware applications along with a basic understanding of TCP/IP and associated network components as they relate to Internet connectivity.Knowledge, or ability to obtain knowledge, of electric, water, garbage, sewer, cable, and Internet products, services, and policies.Knowledge, or ability to obtain knowledge, of rate structure.Knowledge of a customer information system.SkillsExcellent verbal and written communication skills, especially for documenting troubleshooting efforts on behalf of a customer.Excellent interpersonal and listening skills, with ability to build productive professional relationships and promote a team atmosphere.Proficiency with use of Microsoft Office Word and Excel at an intermediate skill level.Bilingual skills (English/Spanish) preferredGood judgment and reasoning skills.Problem identification, analysis, and solving, especially for troubleshooting basic PC, email, Internet, cable TV, and other customer issues.AbilitiesAbility to work as part of a team, either as team leader or a member of a team.Ability to drive results and ensure work is accomplished properly, safely, and in a timely manner.Ability to use discretion in maintaining confidentiality and handling sensitive information.Ability to work independently, effectively prioritize work, manage multiple tasks, meet deadlines, and adjust work priorities as needed to meet department/organizational objectives.Other Position RequirementsMust be able to attend work on a regular basis and work overtime as needed.Must maintain a method of communication in order to be contacted by MPandW outside normal work hours.Personality and neat appearance appropriate to greeting the public.i Must display a high level of professionalism, tact, and diplomacy when dealing with customers.Work EnvironmentWork environment is primarily