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
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: 2
Number of Openings Currently Available 2
Specific Worksite location: Susupe
Job Classification: Office and Administrative Support Occupations
Job Title: Customer Care Representative
Announcement Number: 21-11-93083
Job Classification: Office and Administrative Support Occupations
Opening Date: 11/24/2021
Closing Date: 11/29/2021
Salary Range: $10.41 to $10.41 / 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) 1. Process customer service requests through the service order process. This may include internet, additional services, disconnection of service, changes to services, etc. 2. Answer customer inquiries regarding service offerings, rates, charges, general billing matters, collection matters, toll inquiries, regulations, policies, procedures, complaints and other related matters. 3. 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 4. Initiate “courtesy calls” to customers for verification, follow-ups, or company initiatives 5. 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. 6. Access CostGuard billing system to view CNMI customer accounts to view landline, internet, and circuit for customers. View customer billing, make corrections and adjustments to accounts, view history of accounts, view details of calls, enable and disable features, 7. Access CostGuard Care and Client interface for updates reconnection, suspension, and view customer information. 8. 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. 9. Meet 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. 10. Refer customer complaints or emergency calls to appropriate internal or external party. 11. Coordinate and cooperate with other operating and administrative groups as required to accommodate service demands and requirements. Keeping detailed record of such emergencies. 12. Cross-train other staff in various aspects of this position to prepare them to fill in as needed. 13. Perform other related duties or tasks as assigned or required.
High School Diploma Required? Yes
Qualification Requirements: Minimum Qualification Requirements: Education: High School graduate or equivalent Work Experience: One year as a Telephone Operator Must be a U.S. Citizen. Preferably can speak Chinese or Korean. Must be able to type 35 wpm to effectively service customers, particularly during peak periods.
Full or Part Time: Full Time
Hours per Week: 40
Hours per Day: 8
Payment Frequency: Bi-Weekly
Overtime Available: Yes
Overtime Rate: $15.62 - $15.62
Rate x 1.5 per hour Exempted: No
Specify All Payroll Deductions: All federal and local taxes; all others depends if employee signs up for example 401(k), medical & dental, supplemental life, and all other benefits.
Required tools, supplies and Equipment to be provided: All tools required will be provided by the employer.
Anticipated starting date of employment: 12/6/2021
Anticipated closing date of employment: 12/5/2022
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: 0
Fringe Benefits: 401 (k) (matching up to 6%; $0.75 to a $1.00) Life Insurance (100% Basic Life) Gas Card ($0.57 off gallon at IP&E) Medical Insurance (65% of monthly premium) Dental Insurance (50% of monthly premium) Employee Telephone Discount. Workers compensation provided. Vacation & Sick Leave Benefits
Comments: Interested individuals must apply online at no later than the posted closing date.