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Repair Operator Specialist - Agoura Hills CA
Job Description

Primary purpose is to insure that service to the customer is maintained at all times. To insure service is restored immediately to any customers who are out of service or are experiencing substandard performance. Must remain in control of the calls at all times and use their customer service skills to de-escalate hostile callers. Good judgment and decision-making must be evidenced at all times.

General Responsibilities
  • Insure delivery of service to customers is maintained at all times
  • Insure service is restored immediately to any customers who are out of service or are experiencing substandard performance
  • Responsible for determining the cause of service interruptions and competently employing all available resources to troubleshoot and restore service
  • Insure the methods employed to restore service are effective, time efficient and within specifications
  • Insure all communications with customers, and other departments are handled in a professional manner at all times
  • Insure all events and methods taken to restore service are decumented in a professional manner with the appropriate level of detail
  • Other duties as required
  • Open and track trouble tickets and follow up with the customer
Requirements
  • Knowledge of Telephony
  • Excellent Customer Service skills including written and verbal communication
  • Ability to troubleshoot basic telephone problems
  • Excellent attendance and punctuality
  • Strong attention to detail
  • Understanding basic concepts of Voice products as Centrex lines, POTs lines, TF, LD, and Local Calls
  • Must be a proactive, self-motivated team player
  • Second language a plus