Catalina Customer Care Specialist

Application: Submit your resume here.

General Purpose

This position exists to provide Catalina Broadband Solutions customers with support in response to inquiries, concerns and requests regarding Catalina Broadband Solutions products and services. Qualified candidates are expected to deliver exceptional customer service by greeting and establishing a rapport with customers while informing them of our products and services. This position requires face to face and telephone customer support. Specialists will be asked to provide the following: e-mails to internal and external customers, skilled for billing, inbound sales, upgrade orders, retention, downgrade calls and trouble call types.

Main Job Tasks and Responsibilities

• Adhere to federal/state/corporate guidelines for public wellness
• Directly support internal and external customers primarily face to face, also by telephone and electronically
• Verify and respond promptly and professionally to all customer inquiries and requests
• Professionally handle and resolve customer complaints
• Retain and evaluate all relevant information to handle product and service inquiries
• Provide inbound sales support from internal and external customers, to include order entry and proactive customer communication to interested commercial and residential subscribers in response to marketing and direct sales efforts
• Process orders, forms, applications and requests
• Organize workflow with internal and external staff to meet customer timeframes and expectations
• Resolve and follow up on requests and unresolved issues pertaining to customer services
• Manage customer database by keeping records of customer interactions, transactions, inquiries, comments, complaints, actions taken, field work completed and update/maintain customer contact information
• Accurately handle cash, checks, credit cards and traveler’s checks
• Balance a cash register drawer and make timed daily bank deposits
• Assist with stocking and maintaining inventory levels; communicate any inventory issues/concerns to leadership
• Comply with laws required to maintain customer’s privacy, databases and related documentation
• Provide feedback on the efficiency of the customer service process
• Communicate with local vendors for office maintenance/upkeep needs
• Other duties and projects as assigned

Education and Experience

• High school diploma, general education degree or equivalent
• 1+ year of cable industry experience in a customer service or help desk capacity experience appreciated, but not required
• 1+ year cash handling/cashier experience
• Some experience with multiline telephones and online ticketing systems helpful.
• Knowledge of technical support issues related to Internet connectivity and PC/mobile/smart device troubleshooting and configuration experience a plus.
• Experience with Internet, e-mail, Microsoft Office and relevant computer applications.
• Ability to type at least 50 WPM
• Knowledge of administrative procedures and processes.

Key Competencies

• Ability to communicate clearly and professionally, both verbally and in writing.
• Pleasant, patient and friendly attitude.
• Strong decision making and analytical abilities.
• Strong detail orientation, interpersonal and listening skills.
• Customer service orientation.
• Adaptability, flexibility and multi-tasking skills.
• Initiative and a highly developed sense of integrity and commitment to customer satisfaction.
• Ability to walk, bend down repeatedly, and lift 50 lbs. overhead
• Stress tolerance.
• Punctuality and a willingness to work a flexible schedule and occasional overtime/holidays when needed.
• Possess a strong work ethic and team player mentality.

 

Catalina CATV/Network Apprentice Field Technician

Application: Submit your resume here.

General Purpose

Overall support for the Catalina Broadband Solutions network to include the CATV Headend and Distribution networks.  Responsible for assisting and working with senior Field Technicians to maintain and resolve outages on the Catalina CATV and IP networks. . Represents the Company in a professional manner while interacting with customers and displaying outstanding customer service skills.  Trains, takes direction and works with the senior Field Technician’s.  Performs headend/network maintenance and troubleshooting to ensure minimal system outages.

Main Job Tasks and Responsibilities

• Trains and learns how to perform applicable duties with the CATV RF Coax Distribution Network, Amplifiers, Splitters, RF switches and Combiners.
• Ability to learn and train on networking expertise including TCP/IP, routing, switching and DOCSIS protocols.
• Perform installations adhering to Company procedures and safe work practices, NEC and NESC requirements, and local ordinances in order to provide services to the customer.
• Completes associated paperwork with each work order. Cleans, maintains, and stocks vehicle and equipment in order to be prepared to handle multi-product residential and commercial installations.
• Determines acceptability of video, data, and voice services by reviewing television picture quality and PC and modem connection following any installation or work on cable services to provide the best possible service for the customer.
• Reports vehicle repairs or services when required and/or prescribed. Reports any accidents, losses, injuries or property damage to supervisor and customer when appropriate.
• Assists in fault resolution of RF, IP and Digital Video networks.
• Performs work near power lines and electricity in inclement weather along with moderate exposure to noise levels.
• This position requires agility and strength and includes heavy lifting and installation of heavy equipment exceeding 100 pounds at times and ability to climb telephone poles.
• Other duties as assigned.
• Must be available to work after hours support including weekends, evenings and holidays.

Requirements

• Requires 0 – 1 years in related CATV experience and support
• Ability to use basic cable installation tools and hand tools and perform jobs from high places (on poles and roofs,) including climbing poles with proper equipment (safety belt, strap, climbers,) ladders, and bucket trucks (18 to 20 feet,) and services.
• Any prior education or training on CATV and Networking services is a plus.
• Able to lift and carry loads of 50 lbs. or more, work in confined spaces such as crawl spaces or attics, work while standing 50 – 70% of the time and perform work near power lines and electricity.
• Vision ability: close vision, peripheral vision and ability to adjust focus and able to manipulate objects.
• Valid Driver’s license and clean driving record.