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Vacancies > Job Vacancy Announcement Detail
Job Vacancy Announcement Detail
| Employer: | Micronesian Telecommunications Corp. dba. IT&E |
| DBA: | Micronesian Telecommunications Corp. dba. IT&E |
| Address: | P.O. Box 500306 Saipan, Northern Mariana Islands 96950 United States |
| Phone: | 670-234-6600 |
| Other Number: | 670-285-9137 |
| Contact Micronesian Telecommunications Corp. dba. IT&E via email | |
| Job Vacancy Announcement | JVA |
| JVA Type: | New |
| Island | Saipan |
| FLSA Covered? | Yes, covered |
| DOD related? | No |
| PERM related? * | No |
| VEVRAA related? | No |
| Original Number of Openings: | 4 |
| Number of Openings Currently Available | 4 |
| Specific Worksite location: | Susupe, Saipan |
| Job Classification: | Sales and Related Occupations |
| Job Title: | Customer Care Representative |
| Announcement Number: | 15-12-35255 |
| Job Classification: | Sales and Related Occupations |
| Opening Date: | 12/1/2015 |
| Closing Date: | 12/7/2015 |
| Salary Range: | $9.29 to $9.29 / Hourly |
| Job Title: | Customer Care Representative |
| Job Duties: | Job Summary: Under the supervision of the Customer Care Supervisor, the Customer Care Representative serves as telephone point of contact in matters concerning requests for new or additional residential and/or small business landline, cellular or internet service, discontinuance of service, complaints and inquiries concerning service, rates, billing, regulations and policies. The Representative sells telecommunications products and services on telephone customer contact through diligent sales effort, advising customers of promotions using printout ads/FAQs, when appropriate. The Representative also handles various types of call center routed telephone calls for both CNMI and Guam simultaneously including, but not limited to, customer service inquiries regarding landline, cell phone and internet accounts, preparing 611 repair service reports for customers. Essential Duties and Responsibilities: The Employee will perform the following essential functions: [Note: This position is part of a 24-hour, 7-day-per-week operation and will involve shift work and possible overtime work) 2. Process customer service requests through the service order process. This may include internet, additional services, disconnection of service, changes to services, etc. 3. Answer customer inquiries regarding service offerings, rates, charges, general billing matters, collection matters, toll inquiries, regulations, policies, procedures, complaints and other related matters. 4. Initiate sales effort of products and services to achieve established sales objectives through diligent telephone selling efforts on self-initiated customer contacts, referrals or customer call-ins 5. Initiate “courtesy calls” to customers for verification, follow-ups, or company initiatives 6. Use a web-based application for: a. emails – communicating with other departments and customers regarding customers inquiries and/or complaints. b. online bill inquiries/payments – access company intranet to view customer account for inquiries and use website to process payment with customer check or credit card. c. customer support tickets – access company website to create support tickets for customers inquiries and /or complaints for record keeping and to be forwarded to other departments for processing, if necessary. d. internet help desk (NOIDU) – access NOIDU database to obtain customer internet account information and to troubleshoot customer internet access. 7. Access AS400 to view CNMI customer accounts to provide and record information, updates, balance inquiries, and create service orders for landline, internet, and postpaid cell phone customers. 8. Access APTIS to view Guam customer accounts to provide and record information, updates, balance inquiries, and create service orders for long distance, internet, and postpaid cell phone customers. 9. Access Putty to activate or reset cell phone text service for prepaid and postpaid customers. 10. Access Call Control to view prepaid cell and long distance accounts to apply/reset settings, activate/deactivate add-ons, and to provide information on balance or connection inquiries/complaints. 11. Access Radius and MTX to suspend and/or reconnect cell phones and mobile broadband units. 12. Answer 611 repair service trouble calls, obtain all necessary details for a complete trouble report, access AS400 computer terminal and complete trouble ticket. Provide follow up information to customers as necessary. 13. Meeting time objectives set by the Public Utilities Commission (PUC) and quality objectives set by management; meet answer time and quality objectives for call center contracted services. 14. Refers customer complaints or emergency calls to appropriate internal or external party. 15. Coordinate and cooperate with other operating and administrative groups as required to accommodate service demands and requirements. Keeping detailed record of such emergencies. 16. Cross-train other staff in various aspects of this position to prepare them to fill in as needed. 17. Perform other related duties or tasks as assigned or required. |
| High School Diploma Required? | Undetermined |
| Qualification Requirements: | Minimum Qualification Requirements: Education: High School graduate or equivalent Work Experience: One year as a Telephone Operator |
| Full or Part Time: | Full Time |
| Hours per Week: | 40 |
| Hours per Day: | 8 |
| Payment Frequency: | biweekly |
| Overtime Available: | No |
| Overtime Rate: | $13.935 - $13.935 |
| Rate x 1.5 per hour Exempted: | No |
| Specify All Payroll Deductions: | |
| Required tools, supplies and Equipment to be provided: | |
| Anticipated starting date of employment: | Not Indicated |
| Anticipated closing date of employment: | Not Indicated |
| Housing Provided: | No |
| Food Provided: | No |
| Transportation required: | No |
| If transportation is required, daily transportation to and from the worksite(s) will be provided to the workers. Daily pick-up place(s) will be at: | |
| Fringe Benefits: | |
| Comments: | As an Equal Opportunity/Affirmative Action Employer, IT&E provides equal opportunity to all applicants and employee for hire and promotion without regard to race, color, national origin, sex/gender, age, religion, veteran status, or disability. IT&E is a Drug Free Workplace. Please apply at www.ite.net under careers |