The Certificate of Completion (CCL) in Broadband Telecommunications program is designed to provide students with training required for employment in the broadband telecommunications industry. Initial courses focus on customer interaction in the digital telecommunications area and then provide an opportunity to specialize in customer service procedures in the areas of accounts or technical support.
This program is offered through an educational partnership. Employment by the partnership organization is required for admission.
This program is not eligible for Title IV Federal Financial Aid.
Students must earn a grade of C or better for all courses required within the program.
|Course #||Course Title||Credits|
|CSR215||Digital Telephone Customer Service||1|
|CSR225||Digital Telecommunications Customer Service||2|
|CSR226||Digital Telecommunications Customer Interaction||1|
|CSR228||Telecommunications Database Navigation||1|
|TLT154||Technical Support Representative Foundations||2|
|Customer Service Accounts Track Credits:||5|
|CSR220||Sales and Retention||2|
|CSR224||Communications Industry Billing Practices||1|
|TLT152||Telecommunications Product Knowledge||2|
|Customer Service Technical Support Track Credits:||6|
|TLT155||Technical Support Representative Telephony||2|
|TLT160||Video Technical Training||2|
|TLT163||High Speed Internet Technical Training||2|
- Create and modify a customer's digital telephone service. (CSR215, CSR225)
- Practice various customer service communication techniques. (CSR215, CSR225, CSR226, TLT154)
- Summarize various telecommunications services including credit checks, deposit collection, Internet connections and digital television upgrades. (CSR215, CSR225, TLT154)
- Input data into a digital telecommunication database. (CSR225, CSR228)
- Summarize procedures for navigating a digital telecommunication database. (CSR225, CSR228, TLT154)
- Log-on to a computer workstation and manage computer files and folders. (CSR225, CSR228 TLT154)
- Summarize the advantages and disadvantages of various Internet connection types and phone service types. (CSR225, TLT152)
- Describe various industry packages and plans. (TLT154)
- Demonstrate skills and behaviors necessary for successful and effective completion of inbound sales and retention calls. (CSR220)
- Summarize billing procedures, collection policies, direct deposit procedures and credit policies to customers. (CSR224)
- Apply payments and service adjustments to a customer?s account. (CSR224)
- Compare and contrast video, internet, and telephone services. (TLT152)
- Review advantages and disadvantages of telecommunications product types and various features associated with each service. (TLT152)
- Schedule home repair visits for various digital telecommunication services. (TLT155, TLT160)
- Explain use of telephony, video, and high-speed internet features. (TLT155, TLT160, TLT163)
- Resolve various digital service interruptions for customers. (TLT155, TLT160, TLT163)
- Use a digital telecommunications database. (TLT155, TLT160, TLT163)
- Troubleshoot various telecommunication service issues. (TLT155, TLT160, TLT163)
- Identify and correct various telecommunication service reception problems. (TLT160, TLT163)
At Maricopa, we strive to provide you with accurate and current information about our degree and certificate offerings. Due to the dynamic nature of the curriculum process, course and program information is subject to change. As a result, the course list associated with this degree or certificate on this site does not represent a contract, nor does it guarantee course availability. If you are interested in pursuing this degree or certificate, we encourage you to meet with an advisor to discuss the requirements at your college for the appropriate catalog year.