Communications Services Specialist

This is your opportunity to work for an Employer of Choice and play an integral role in our employee workplace culture. Cedar Falls Utilities is currently recruiting for a part-time Communications Services Specialist to join our Customer Service & Business Development department. This position provides sales and consultation for communications products and services to potential and existing residential customers, with a strong emphasis on relationship building

CFU takes pride in finding people that align with our core values of Customer Focus, Ethical & Responsible Behavior, Innovation, Employee Teamwork & Personal Growth and actively want to help maintain our reputation of being a trusted provider of utility services. The Communications Services Specialist works under general supervision of the Communications Sales Manager. 

Interested applicants should submit completed applications by Sunday, February 23, 2025 at 11:59PM.

Once your application has been completed, you will receive an email acknowledging the submission has been successfully completed. After the posting comes down, the hiring team will review all applications, and you will be notified either way if you are selected for further steps in the hiring process. Please ensure all contact information is kept up to date.

Compensation & Benefits

• Part-time, Non-Exempt Hourly position.
• Starting wage is based upon individual qualifications. $24.74/Hour - $33.92/Hour.
• Typical work schedule is Monday - Friday, 10:00am - 2:00pm. Hours may be adjusted based on coverage needs.
• Must be able to work up to 25 hours/week during normal office hours.

• Responds to new and existing residential communications customers’ questions about products, services, pricing and availability in a professional and friendly manner. Explains technical features to customers to ensure they fully understand functionality. Assists with commercial customers as needed with cable TV, phone or data needs.
• Identifies products and services that will satisfy customers’ immediate needs and seeks out opportunities to discuss upgrades or enhancements to products or services that may be of interest. Provides demonstrations of products to help customers visualize the features.
• Coordinates service installation and technical support with customers through the Communications Operations Department.
• Enters accurate customer data into the billing system when creating new accounts or processing change orders and analyzes report data in the billing system to ensure rates are correctly applied.
• Collaborates with marketing department and Sales Manager by providing customer feedback on products and services to continually tailor our products and services to customers’ needs and wants. Assists with launching new products and services by becoming an expert with the new features and implementing changes into billing system and explaining accurate installation schedules. Contacts customers identified in marketing campaigns.
• Provides internal and external training and provides information about communications services as needed.
• Assists with customer billing functions by calculating monthly wholesale amounts and maintaining bulk discount customer spreadsheets and applying sales promotional rates.
• Assists with customer service overflow as needed including responding to customer questions, processing customer requests relating to establishing new service, canceling and transferring service; and completes credit references as needed by reviewing payment & credit history. Responsible for entering data accurately.
• Keeps abreast of new product technology and industry trends that could impact CFU makes recommendations to Sales Manager for considerations.
• Maintains a positive work atmosphere by acting and communicating in a manner that promotes positive relations with customers, co-workers and management.

Education:

• High school diploma or GED with one year post-secondary relevant coursework or equivalent combination of education/experience that provides the necessary knowledge, skills and abilities to perform essential job functions.

Experience:

• Two (2) years previous customer service and/or sales experience.

Knowledge, Skills and Abilities:

• Knowledge of: Iowa Utility Commission Regulations; state and federal regulations; Cedar Falls Utilities products, billing practices, procedures and rate structure; knowledge of customer and personal service processes including needs assessment, meeting quality standards, and evaluating customer service, and computer software applications such as billing /CRM software and Microsoft Office.
  
  

• Ability to: Provide excellent customer service in a fast-paced environment; analyze customer bill accounts and rates; respond to upset customers with empathy and proper de-escalation techniques; learn and adapt to new technology and services; utilize critical thinking and problem solving techniques; prioritize, multi-task and maintain a high level of professionalism and organization; effectively manage stress, carry out work assignments as instructed; utilize computer databases and software; maintain accurate records; communicate effectively over the phone and in-person with internal and external customers; establish and maintain cooperative work relationships with those contacted in the course of work.

Physical Tasks and Environmental Conditions: