Representative I, Customer Care

Title: Customer Care Representative I

Job Description:

Purpose of Position: Provide quality customer service, interfacing with customers in a courteous, professional manner. Promote, market and provide accurate information to customers about UUI’s products, services, promotions and prices.


Position’s Customer(s): Primary customer is the public, as well as UUI and GCI employees

Essential Duties of Position: Responsible for timely delivery of service requests, including coordination, order entry, provisioning and monitoring of service orders and trouble tickets; also provides basic to intermediate troubleshooting on all UUI services.


  • (55%) Customer Service: Assist internal and external customers in a courteous, professional manner. Logged into call system 90% of time, taking all types of incoming customer calls and selling products and services. Maintain current knowledge of all UUI products and services. Must maintain quality standards and accurately enter service orders, trouble tickets and credit card payments in UUI systems. Be able to educate customers on the Lifeline program, review Lifeline orders for eligibility and accurately process Lifeline service orders. Assist customers with general customer service, lifeline and billing inquiries. Provide professional oral and written communications with customers and coworkers. Assists in the development of marketing campaigns; all other duties as assigned. Operates multi-line PBX system, handling incoming company calls in a courteous, professional manner; monitors and responds to customer voice mail and email; distributes company mail; processes daily mail and runs postage; Provides quality customer service to all walk-in customers, business associates and visitors, greeting and assisting in a friendly and professionally courteous manner.

  • (35%) Provisioning: Performs telephone switch provisioning in Redcom, DMS10, MDX and MDXI switches. Performs DSL switch provisioning in Azotel. Coordinates with GCI RBB teams on RBB provisioning. Troubleshoots telephone and internet service problems with customers to effectively resolve service issues. Processes daily database updates, including- customer directory listings for white and yellow pages, directory assistance records in 411 database, DBAC and VeriSign toll restriction databases, and Bethel 911 address updates.

  • 15% Collects on delinquent accounts, makes payment arrangements, process delinquent notices and collection letters, and processes non-pay suspensions and disconnects in switch. Assists in the development of marketing campaigns, all other duties as assigned.

Job Qualifications:

Knowledge, Skills and Abilities:


  • Working knowledge of telecommunications industry, products, services and customer service activities
  • Must demonstrate ability to listen effectively and verbally communicate information regarding products, services and procedures. Excellent command of the English language required. Multi-language speakers encouraged.
  • Must be able to work in an often stressful, team environment, demonstrate attention to detail and ability to handle multiple tasks at once. Must display patience and tolerance in order to relay and obtain information and create and maintain positive rapport with customers and co-workers.
  • Demonstrated computer skills and understanding of technology; must provide a high level of accuracy and proficiency in data entry and 10-key; must be proficient with MS Word, Excel, and Internet.
  • Must have basic math and accounting knowledge.
  • Demonstrated technical skills required to provision and troubleshoot service.
  • Must maintain strict confidentiality with regard to sensitive, proprietary and/or confidential customer information. Position may not disclose or permit access to customer proprietary network information.
  • Must be able to maintain attendance requirements.



Years of Experience required to meet minimum qualifications: One year customer service or sales experience, preferably in the telecommunications area required.


Level of Education required to meet minimum qualifications: High School diploma or equivalent required. Associates degree in business or related field is preferred.


Certifications Required: None


Reporting Relationships: Position reports to Customer Care Supervisor or Sr. Manager, UUI Customer Care and Revenue Accounting


Physical Requirements: Office Position: Ability to perform sedentary work. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing for extended periods of time, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. Clarity of vision to see near, mid-range, and color. Ability to lift and carry up to 25 lbs.

Working Conditions: A high percentage of the work is performed in an office environment with long periods of computer work. Position is fast-paced and subject to rapidly changing priorities, multiple deadlines and some stressful customer interactions. Travel may be required to meet with outlying technical and management personnel.

Driving Requirements (if applicable): N/A

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.


EEO: United Utilities, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.




Mail or fax resume to:


Human Resources Manager

United Utilities, Inc.

5450 A Street

Anchorage, AK 99518

Fax 273-5321