Trained in Citizens products and services
Competent in trouble shooting voice, data and video product and service needs
Available to provide real time assistance
Skilled in assessing customer needs and in walking customers through step-by-step procedures to get services back in working order
Accountable for recording and documenting customers service history (what worked, what didn’t work, what was the service need/what was the service resolution)
Proficient at assessing if service needs can be addressed via phone or internet troubleshooting or if a trained service technician needs to make a visit to your location. If a visit to the customer location is required, service needs are dispatched in a timely fashion to field personnel at Citizens locations.
2013 FRS Glossary (PDF)