JOB TITLE: Customer Service Representative
FLSA STATUS:	Non-Exempt	HOME DEPT:	Customer Service
EEO CATEGORY:	OFF (5)	REPORTS TO:	C. S. Supervisor
WORK CLASS:	C	REVISED DATE:	09/21/92
COST CENTER:	100	LOCATION:	Carlsbad, CA

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SUMMARY OF POSITION: Under general supervision and direction, performs duties pertaining to customer service, including inquiries and complaints; sales and service; scheduling of service and installation calls; billing and payments; and verification of service and collections. Assigns trouble calls to technical field staff. Monitors their activity through radio.

ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:*

Receives telephone calls pertaining to accounts, trouble calls, and other calls related to customer service.

Dispatches, via mobile radios, service technicians, repair technicians and other technical persons to remedy service problems.

Receives customer payments and prepares for bank deposit.

Maintains customer account records, entering and retrieving information through a computer system.

Strives to resolve customer problems directly, either through account research and activity or through routing to appropriate staff members.

Prepares, schedules and processes paperwork on installation and service orders.

Contacts customers to verify schedule date and time as necessary; reschedules missed appointments as quickly as possible at a time convenient for the customer.

Processes incoming mail, including opening, sorting, distributing, batching and responding, when appropriate.

Checks in technicians and installers, verifying and processing work orders.

Compiles, maintains and prepares various required operational reports, logs and files.

Monitors system picture performance to verify that all channels are on the air and clear, reporting irregularities to proper personnel.

Other functions as assigned by management.

PREFERRED QUALIFICATIONS (unless specified otherwise):

High school diploma or equivalent.

Knowledge of record systems, standard office routing and procedures, and business organization and procedures. Ability to type and operate standard office machines.

Courtesy and patience in customer relations.

1 year Customer Service or related experience.

1 year CRT experience.

Ability to communicate clearly and tactfully with others.

Ability to work independently to resolve customer problems or complaints.

Ability to organize time and activities efficiently.

Knowledge and practice of acceptable English grammar and spelling.

Mature judgement and the ability relate well with other people.

THE FOLLOWING WILL BE CONSIDERED BONUS QUALIFICATIONS:

Previous sales experience.

English/Spanish bilingual.

Knowledge of the physical area to be serviced desirable.

*Management retains the discretion to add to or change duties of position at any time.