Customer Service Representative

Washington, DC

Reports to:
Senior Service Ops/Solutions

Direct Reports:
None

Purpose:
To provide support to the Account Management Team and Finance, deal with customers requests for satellite, fiber, and other services. This includes order taking and processing, co-ordination, billing instruction preparation and query handling for Arqiva Satellite Media Services.

Key Objectives:

To act as the initial contact point for customer enquiries for Arqiva's Satellite Services in the US, coordinating where necessary a job from quotation to completion, ensuring quality control and customer satisfaction

To produce billing instructions which accurately reflect the services and facilities provided to the customer and supply these to US Finance for invoice production to allow invoicing to be within 30 days in arrears

To participate in work-related projects, including training, as defined by line manager

To actively progress the development and growth of the activities and customer base of the department by identifying suitable events and potential customers in conjunction with the relevant Sales and Marketing personnel

To assist with the provision of Key Performance Indicators (KPIs) as agreed with the line manager

To provide operational cover to the Account Managers for periods of annual leave and intense activity

To work "on site" as necessary at specific customer events, providing the customer interface

To actively support, at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information

Skills/Competencies

Excellent communication skills, both oral and written

Ability to work within tight deadlines

Computer knowledge needed including Word, Excel, and some PowerPoint

Technical knowledge, Experience & Qualifications:

Experience in the Broadcast and Satellite industry essential

Good educational standard, preferably with business or technical qualification

Basic understanding of Broadcasting, specifically Satellite and Terrestrial technology

Customer care, phone, and computer etiquette

Personal Qualities:

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