Service Representative (may be located in Bangor ME; Portland ME; Manchester NH).

Classification: Non-Exempt, Bargaining

This position may be located in Bangor ME; Portland ME; Manchester NH.

Service Representatives are in a direct customer contact position responsible for, answering customer questions, handling requests for service, and resolving customer problems in a prompt, courteous, and accurate manner. They are responsible for identifying customer needs, and resolving customer issues. Service Representatives work at a desk and use a computer terminal to process customer orders.

1. Represent Company policy to the public in virtually all matters. Act as customers' representative in activities with other departments to resolve customer disputes and problems. Make independent and timely decisions.
2. Negotiate service order requests from existing and new customers for installation, removal and/or changes of network services. Discuss inquiries about pending orders. May also transmit orders to other departments.
3. Handle large volumes of detailed work requiring accurate documentation.
4. Handle customer telephone calls, and email requests.
5. Determine appropriate action to be taken and make appropriate notations on records of customers' accounts and other forms while talking to customer.
6. Dictate and/or draft letters to customers.
7. Work to meet service goals and deadlines that are designed to meet customers' needs in a prompt, accurate and pleasant manner.
8. Use video display terminals to gain access to various computer systems used to negotiate all types of customer and intra-company contacts.
9. Subject to numerous measurements relating to performance and accuracy.
10. Work at a workstation equipped with video display terminal in a semi-enclosed office area with others doing the same type of work.
11. Spend long periods of time communicating with customers and others by telephone and email.
12. May need to perform additional duties and tasks as required by the Company.

1. Physical Requirements - Normal Medical Department Authorization.
2. Job Performance and Attendance Record - Satisfactory performance rating, & attendance/punctuality record in present job.
3. Tours - Hours of operation are Monday- Friday 8:00AM - 6:00PM, Saturday 8:00AM - 5:00PM. Occasional overtime may be required. Hours to be worked are determined by seniority, job requirements, qualifications, and employee preference.
4. Education - High School Diploma or GED required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.