**CDE Lightband, the municipal electric and broadband power provider for the City of Clarksville, offers electric, television, internet and phone service to customers within the city limits. CDE Lightband serves over 71,000 metered homes and businesses with electric service and over 20,000 customers with broadband services over our Fiber to the Premise Network.

We are looking for candidates to join our Broadband Customer Support team as a Technical Support Representative. This is a Part-Time position and is ideal for someone looking for extra hours; is knowledgeable or capable of training in the areas of broadband support for phone, internet and cable; and has a strong drive for exceptional customer experience.**

Technical Support Representative

Team/Division: Customer Support / Broadband Reports To: Broadband Customer Support Manager Job Status: Part Time Work Schedule: Rotating, covering 24-7, including weekends and days, evenings, holidays Pay Status: Hourly FLSA Status: Non-Exempt Pay Grade: 5 Created/Updated: July 2017

Job Summary

Incumbents assist customers on all Broadband related issues; provide basic customer support; coordinate information between customers and after-hours personnel for service calls; answer general questions from customers related to CDE Lightband operations. Incumbents should be expected to work rotating schedules as needed to assist in 24 hours, 7 day a week service to customers. This is a part-time position to support the full-time associates.

Essential Duties and Responsibilities

• Provide basic customer support for CDE Lightband broadband customers, answer general questions regarding CDE Lightband operations, record and accurately organize information regarding service issues, interruptions and outages; accumulate and organize information form automated outage management system, place and return calls to customers as needed; Conducting all work in a professional, courteous and civil manner with a helpful and friendly approach
• Coordinates and dispatches information between customers, data management system and after-hours personnel; Notify after-hours crews of outages, issues or other pertinent information; record information accurately;
• Prepares necessary reports and reporting; follows up on customer issues with appropriate business personnel; reports as needed
• Communicates and explains CDE Lightband billing, receipt and payment systems as needed
• Performs other duties as assigned of a similar nature or to provide assistance as needed

Qualifications

Education: High School Degree or Equivalent Experience: Experience in Customer Service, Call Center, Dispatch or similar high favored Certifications and Licenses: CPR/AED or ability to obtain upon hire Other Requirements: Equivalent combination of education and experience sufficient to successfully perform the essential duties of the job also considered

## Knowledge, Skills and Abilities

• Knowledgeable of Customer service principles and practices
• Skilled in Basic Computer and related software applications
• Skilled in Operation of telephone devices, online chat, or other equipment, while communicating in a clear and coherent speaking or written voice;
• Skilled in Reading and comprehending training documents
• Skilled in Organizing and presenting data
• Ability to provide a high level of customer service through verbal and written communication
• Ability to work independently and individually, and to accept responsibility and account for his/her actions
• Ability to communicate clearly and concisely both written and through the spoken word.
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems
• Ability to pay attention to the minute details of a project or task
• Ability to identify and correct conditions that affect employee safety

Physical Demands

Fingering (fine dexterity) F Lifting/Carrying Other:
Handling (grasping, holding) F Under 10 lbs F Use of headset O Repetitive Motion F 11-20 lbs O Ability to identify colors independent of another R Reaching O 21-50 lbs R
Climb N 51-100 lbs N
Crawl N Over 100 lbs N Extended Periods of Sitting F Kneel R Pushing/Pulling
Squat R Under 10 lbs F Speaking Clearly to be understood on the telephone and hearing a response C Sit C 11-20 lbs O
Stand F 21-50 lbs R
Bend F 51-100 lbs N
Walk C Over 100 lbs N

Legend: N = Never; R = Rarely; O = Occasional (1% - 33%); F = Frequent (34% - 66%); C = Constant (over 66%)

Working Conditions

• Indoor office position
• Positions require prolonged periods of sitting with opportunities for breaks, also requiring clear communication in both face-to-face communication as well as clearly speaking and hearing

Additional Note

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on business needs of the department.

All employees in pursuit of their job duties should demonstrate the behaviors of the Code of Ethics and the CDE Lightband Mission and Vision.

EEO Compliant. TN Drug-Free Workplace. i9 and E-Verify Participant.Equal Opportunity Employer.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications thr