The Service Center Representative is responsible for provisioning and dispatching services including but not limited to telephone, video (TV), and Internet.  The Service Center Supervisor will assign specific job duties to each Service Center Representative to ensure coverage of all responsibilities.

Essential Duties and Responsibilities- other duties may be assigned.     

• Troubleshoot and resolve technical and non-technical issues for video (TV) and voice services in a prompt, helpful, and friendly manner;
• Perform all dispatch duties for underground cable locates, service orders, trouble dispatching and alarm monitoring;
• Generate customer trouble tickets;
• Maintain after-hour and weekend duty schedules for on-call technicians;
• Provision and audit services in host servers and supporting interfaces;
• Assign fiber facilities and maintain facility records along with relevant subscriber information;
• Input customer information into LIDB (Line Information Database), CNAM (Calling Name Database) and LNP (Local Number Portability);
• Provision and support long-distance service.

Position and advancement within the wage range established for this position are dependent upon performance and the scope of the duties and responsibilities assigned.

 Personnel Specifications

Education/Experience

 Business college courses/training in computer use and work experience in related field, preferably telco plant operations.  Two year college degree desired.

Job Knowledge

 Working knowledge of computer word processing and spreadsheet programs. Understanding of rural telco plant operations and terminology.  Knowledge of general office procedures and filing systems.  Ability to develop accurate and timely recording systems and use accounting procedures.

Related Skills

 Customer service oriented for dealing with customers and staff in the office and on the telephone. Communicate clearly on the telephone.  Self confidence in ability to solve problems. Work under stressful conditions at times, with frequent interruptions.  Operate business machines and personal computers.  Aptitude for working with numbers, calculations and detailed records, as well as the ability to do repetitive tasks.  Team player and able to work with minimal supervision. Must recognize that one of the most important performance areas in which the Company functions is that of customer relations; to insure continued growth and success of the Company, the best possible courteous and friendly relationship with the customer must be maintained.

Position Relationships

 The Service Center Representative reports to the Service Center Supervisor.

 Internal/External

 Coordinates with plant personnel on all repair calls.  Coordinates with plant personnel on all plant/equipment activities for accurate system records.  Submits reports and records on billing and other accounts of plant department to accounting and commercial departments.  Maintains close relationships with Outside Plant personnel, Network Group, Customer Service and Internet Support.  Coordinates with other departments and users on supply needs and purchase orders. Communicates with customers on repair calls and as needed. Work with contractors for cable locates.

 Evaluation Criteria:

• Education/Training in business or general office support and/or work experience in related field, plant operations preferred;
• Ability to operate business machines and personal computers, and to use word processing and spreadsheet programs;
• Minimal supervision;
• Ability to work under stress and handle upset customers;
• Ability to communicate clearly and effectively on the telephone and in person;
• Routine, short term planning;
• Need for occasional training in RUS and industry procedures.