Customer Service Support

Full-time. Located in Mililani Technology Park (Palii Bldg).

PURPOSE STATEMENT: The purpose of this position is to provide administrative support to the Customer Service Department. This position will provide limited customer service to include cashiering and box swapping, and handle outbound calls for customer follow-up and credit information.

REPORTING RELATIONSHIP: This position reports to various Customer Service Managers.

MAJOR DUTIES AND RESPONSIBILITIES:

ESSENTIAL FUNCTIONS:

1. Provides administrative support for all areas of customer service to include, but not limited to:

• Enters various information into computer system.
• Tests changes to the AS400, IVR, Avaya phone system and other applications for accuracy.
• Maintains security access requests for the AS400 and other applications.
• Performs callbacks to customers for various reasons (e.g. schedule dates, PPV credits, equipment reboots, Digital Phone and EZ connect, and other follow ups).
• Posts work and sales orders.
• Data entry of weekly and monthly sales statistics.
• Data entry of TCS (forecaster).
• Monitors Digital Phone, EZ connect, and other orders for accuracy and completion.
• Maintains special campaigns.
• Maintains special and bulk billing accounts.
• Handles customer correspondence via all venues (e.g. chat, email, phone and email).

1. Serves as receptionist by promptly answering & routing calls that come through the switchboard.

• Opens the switchboard promptly on a daily basis.

• Provides pleasant telephone etiquette to callers.
• Makes long distance calls for employees.
• Greets visitors, passes out applications and reviews them for completeness.
• Maintains visitor’s log. Ensures that all visitors to Oceanic sign in for a visitor’s pass and sign out when leaving.
• Changes and updates pay-per-view posters located in the lobby.

1. Assists Credit and Collections department as follows:

• Pulls bill histories for customer research.
• Performs credit checks.
• Performs outbound calls on pending disconnects.
• Verifies cashier deposits.

1. Provides cashier service at front counter.

• Assists customers in reviewing their account.
• Performs box-swaps.
• Processes mail and drop box payments.
• Processes payments made in office.

1. Regular attendance is required.

OTHER DUTIES:

1. Copies and files various reports.
2. Distributes mail.
3. Contacts customers to reschedule cable hookup appointments.
4. Distributes and files various reports.
5. Performs various copying and faxing services.
6. Compiles CSR absence reports and doctor’s notes.

HUMAN RELATIONS: Has extensive contact with customers and the general public.

QUALIFICATIONS:

EDUCATION/EXPERIENCE: The following are required:

1. High School diploma or equivalent.
2. Minimum 3-6 months of office, clerical, customer service, and/or sales experience.
3. Ability to work at any Oceanic location.
4. Willing to work any shift schedule.
5. Proficient on the computer including a working knowledge of Windows, Word and Excel.
6. Stable employment history.

SPECIAL SKILLS, KNOWLEDGES AND ABILITIES: Skills included: typing 40 words per minute, use of telephone system, and ten-key adding machine. Must have excellent telephone etiquette, good persuasive, verbal, written and interpersonal communication skills. Working knowledge of general office procedures, basic mathematics and bookkeeping; PC applications, Windows, WORD, and EXCEL. Able to handle various tasks simultaneously, to organize and prioritize, and to handle a high volume of work.


WORKING CONDITIONS:

MATERIALS AND EQUIPMENT USED: Personal computer, printer, telephone, 10-key, calculator, cash register, photocopier, postage meter, and facsimile machine.

PHYSICAL REQUIREMENTS: May sit or stand for long periods of time. Entering and reading on computer, data entry or ten-key. Able to lift and carry converters (8 lbs.). Communicates in-person, by telephone, and by written correspondence. Standing, stooping, reaching, pushing, and pulling.

Hours: Must be available to work various shift including Saturday, Sunday, Holiday and Split Shifts.

TROUBLE APPLYING?

If you are experiencing any issues with applying for this position. Please do not hesitate to email: for assistance.