Job Purpose:

The Specialist Customer Relations handles all assigned customer complaints and inquiries directed to Customer Relations, Executive Office, Federal Communications Commission (FCC), Hawaii Public Utilities Commission (PUC), Hawaii Division of Consumer Advocacy (CA), Department of Commerce and Consumer Affairs Hawaii Cable Television Division (DCCA), The Office of Consumer Protection (OCP), Hawaii Office of the Attorney General and Better Business Bureau (BBB) on behalf of Hawaiian Telcom while adhering to Company policy. This role takes full responsibility and accepts ownership for initiating the resolution process with the customer that includes acknowledgement of the issue, a commitment to investigate, timely and accurate resolution, and communicate next steps and findings, share root cause and preventive measures with departments involved to keep the concern from occurring again.

Essential Functions:

• Timely and accurately resolve customer complaints from the FCC, PUC, CA, DCCA, BBB, community influencers and HTLT while being compliant with Company policy
• Responsible for properly documenting error-free, complete and chronological complaint information and working with other departments to address customer complaints
• Identifies root cause analysis of complaints and initiates corrective action with departments involved to help ensure that issues are not repeated
• Deliver superior customer service by providing white glove service to complaints received from HT's executives
• Responsible to track status and document complaint information correctly and completely
• Continue to be an advocate for customer needs and concerns while providing superior customer service

Education:

Two years of College or Technical School resulting in an Associate's Degree or equivalent experience preferred

Relevant Work Experience:

2 to 4 years in related field

Special Knowledge, Skills and Abilities:

• 3 years of experience in Customer Service preferred
• 3 - 5 years of experience and knowledge of Hawaiian Telcom organization and processes, or experience at similar company
• Demonstrated working experience in MS Office (Word, Outlook, Access, Excel and PowerPoint)
• Strong creative and operational skills
• Excellent communications skills speaking, listening and writing
• Demonstrated experience presenting and speaking publicly

Computer Skills:

• General computer proficiency with standard office software (e.g., MS Word, PowerPoint, Excel, Access and Outlook
• General knowledge of HT billing and ordering systems (e.g., Customer Relations Management (CRM), Kenan, KloudGin, and Dashboard)

Other Skills and Abilities:

• Pleasant overtones, positive outlook which appears through all communication
• Accepts complete ownership of customer concerns
• Provides timely and thorough resolution in order to meet customer's expectations and satisfaction
• Good working relationships with other departments
• Ability to work independently with minimal direction
• Prioritizes and plans work activities; uses time efficiently
• Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values
• Ability to identify complaint trends and emerging areas of concern
• Recognizes opportunities for process improvements
• Effective coaching, delegation, team building, championing change.
• Ability to work collaboratively with cross-functional team members to meet objectives
• Responsible to be accountable and trustworthy
• Takes the initiative

Supervisory Responsibility:

This position does not have any supervisory responsibilities

We were made aware of an employment scam in which a third-party is creating false communications under the Hawaiian Telcom name. We want to reiterate that Hawaiian Telcom never seeks payment from job applicants and only reaches out from @hawaiiantel.com email addresses. We are encouraging applicants to apply through our website at Hawaiian Telcom Careers for added security.