Customer Activation Representative

Essential Functions

  • Professionally handle incoming request from customers and ensure that issues are resolved both promptly and thoroughly.

  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.

  • Provide quality service and support in a variety of areas including, but not limited to: billing, activations, and system troubleshooting.

  • Identifies and assesses customer needs to achieve satisfaction.

  • Maintain customer records by updating account information.

  • Build sustainable relationships and trust with customer through open and interactive communication.

  • Provide accurate, valid and complete information by using the right methods/tools.

  • Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.

  • Resolve customer complaints via phone, email or mail.

  • Assist with placement of orders, refunds, or exchanges.

  • Work with customer service supervisor to ensure proper customer service is being delivered.

  • Keep records of customer interactions.

  • Take payment information and other pertinent information such as addresses and phone numbers.

  • Attempt to persuade customers to reconsider cancellation.

  • Utilize computer technology to handle high call volumes.

  • Create and sustain a positive team environment displaying high levels of motivations and excellent team work.

Additional Responsibilities

  • Adhere to company practices and regulations.

  • Maintain work area in neat and orderly fashion.

  • Establish and adhere to a record of good attendance and punctuality.

  • Maintain confidentiality of all customer and company information.

  • Complete any special projects as assigned.

Knowledge Skills and Abilities

  • Must be able to learn all aspects of the job by on-the-job training, attending seminars/ vocational schools or classes, reading instruction manual, etc., for the position.

  • Must have a good comprehension of telephone etiquette and office protocol.

  • Ability to define problem(s), define seriousness of problem(s), collect data, and establish facts.

  • Maintain positive attitude towards co-workers and customers.

  • Maintain honesty and integrity in all dealings.

  • Effective time management.

  • Troubleshooting abilities.

  • Professional and effective oral and written communication skills.

  • Ability to add, subtract, multiply, and divide using whole numbers and decimals.

Educational Requirements

Must have knowledge of Computer Operations, including web-based portals, typing, 10-Key, phone operation.  Telecommunications knowledge preferred with one year of business office work experience, i.e., clerk, administrative assistant, accounting, or computer entry work environment.

Work Environment

  • Maintain forty (40) hours per week performance level, plus additional hours as job requires, with one (1) hour each day unpaid lunch break.

  • The noise level in this environment is often moderate.

  • Requires the ability sit or stand for long periods of time.

Job Description: Customer Activation Representative

Job Description Number:

FLSA Classification: Non-Exempt        Location: Oklahoma City, OK

EEOC/Drug-Free Workplace/MFDV

Dobson Fiber is an Equal Opportunity Employer and a Drug-free Workplace