1. Job Description for Customer Care Representative
Department: Customer Care
Reports to: Customer Care Coordinator and Customer Care Manager
Minimum Requirement: High School Diploma. Must have a valid driver’s license
and current auto insurance.
Date Prepared: December 23, 2013
Position Summary: A customer care representative is responsible for providing
superior service with each customer interaction. A customer care rep is expected to
answer incoming calls in an efficient and professional manner to ensure customer
satisfaction. This position requires some evening and Saturday hours.
The customer care team looks for individuals with strong communication skills and
previous experience in the customer service field: excellent organizational and listening
skills; an effective team player and communicator; ability to adapt quickly to changing
priorities, multi-task, identify problems and propose effective solutions.
Principal Duties and Responsibilities may include:
 Answer incoming calls in an efficient and professional manner
 Build positive rapport with customers over the phone
 Effectively deal with angry callers and upset customers
 Apply the proper telephone etiquette to satisfy various customer situations
 Outbound calls to increase revenue production
 Upsell during inbound and outbound calls
 5, 10, 15 year postcards
 Monthly overage report
 Welcome postcards
 Review of pull bills
 Troubleshoot issues related to bills, internet & cellular services
 Sort and distribute T/C daily mail
 Check and respond to overnight v/m’s
 Address change notifications from post office
 NCOA/Bad address reports
 Respond to returned billing invoices
 Retrieve claim numbers for insurance claims in verification hold
 Plan changes
 Re-rates
 Review of Tally/Revenue Impacting reports
 Review of Danville Demo Acct
 Deact postcards
 Feature sales log
 Track internet/cellular inbound calls
 Unsuppression of invoice report for disconnected accounts
 Internet installs vs billing (CG)

2.  Update Radius book
 Chargeback equipment report
 Process port Ins/Outs
 Porting reports and graphs
 Cancellation calls
 Internet tech assistance
 Work with other Cell One employees on billing issues
 Travel to other locations and train on customer service issues and retention at
store level
 Process payments over the phone
 Stamp outgoing mail
 Research paperwork in Sentry File
 Assist at front desk
 Respond to wecare emails
 Create/update IXC lists
 Daily Interop report
 CPNI notifications report
 BCGI report/disconnects
 Penalty fee report
 Poor Reception Log
 Other Carrier Log
 Switchover Log
 Outbound Call Report
 Pending internet install log
 Delete cancelled customers in Radius and IP book
 Assist with overflow work from other teams
 Assist with missing sales ID report
Other Duties and Responsibilities:
 Rotate through all retail stores on a regular basis
 Assist with overflow work or projects from other teams
 Perform other duties as assigned
Knowledge, Skills and Abilities Required:
 Strong communications and listening skills.
 Proper phone technique and etiquette
 Able to multi-task
 Team player oriented
 Knowledge of the cellular industry is helpful.