Digital Multi Media Service Representative I (11266)

POSITION TITLE Digital Multi Media Service Rep I (3 OPENINGS)

BASIC PURPOSEThe purpose of this job is to function as Call Center support to accommodate full range of multi-media technical requests and inquiries. To support technicians in the filed and customers alike with digital issues related to Pegasus equipment. Additionally, to is a resource for all departments regarding technical/educational issues from customers and/or customer service representatives.

Organizational Relationship This position generally reports to Customer Service Supervisor.

MAJOR DUTIES AND RESPONSIBILITIES
* Assist customers by phone, which includes determining the problem, answering the customer's questions and obtaining sufficient necessary information.
* Determine truck rolls for education calls.
* Utilize clear and concise verbal communications skills.
* Locate and verify customer addresses and services by using the computer; enter trouble call information, re-schedule customer’s missed appointments. (May also include handling billing concerns).
* Field a wide variety of TECHNICAL problems.
* Analyze, diagnose and correct hardware and software errors associated with Road Runner equipment to minimize system shutdown.
* Communicate with Dispatch on related issues.
* Maintain a consistent follow-up system and log.
* Maintain 95% or better productivity level as well as competent or better telephone quality assurance checks.
* Prescreen calls entered for Pegasus.
* Perform other duties as assigned.
REQUIREMENTS
SPECIAL SKILLS/KNOWLEDGE/ABILITIES
* Previous customer service, clerical or data entry experience is desirable.
* Typing ability and electronics background preferred.
* Bilingual in Spanish is a plus.
* Must be computer literate, digital hardware and PC hardware experience a plus.

PHYSICAL REQUIREMENTS
+ Sitting for long periods of time.
+ Communicating on telephone, typing and reading on a computer continually.

HOURS To be determined. Must be able to work weekends. Must be able to work overtime.

Experience Required:
Previous Call Center, Help Desk or Consumer Electronics experience.