POSITION TITLE: Sales & Support Specialist - 24-Hour Call Center - Ellerbe office
DEPARTMENT: Customer Service
REPORTS TO: VP of Residential Sales & Billing
PURPOSE OF POSITION
To work with the Customer Service team to address customer requests related to billing and support while assisting with daily administrative tasks. This includes communicating plans to represent the company’s products and services to customers and employees. Ensuring the accuracy of service orders, scheduling technicians, maintaining documentation, and troubleshooting to restore services. Efficiently managing time and work is essential to maximize productivity and ensure timely customer care.
Active participation is needed to achieve company sales goals and maintain standard levels of service.
ESSENTIAL DUTIES & RESPONSIBILITIES
Job duties and responsibilities are split into three distinct operations: Billing, Sales and Support. This position requires that the candidate be able to perform these functions in a call center environment.
Primary Job Functions
- Acts upon direct instruction without continuous supervision.
- Review and answer customer questions related to services or service-related issues.
- Maintain profitable and productive relationships with customers. Provide excellent services and ensure customer satisfaction. Engage in consistent, excellent relationship management by following up with Customers by phone or email.
- Maintain up-to-date knowledge about product and network information and promotions.
- De-escalate situations involving dissatisfied customers, offering patience, assistance, and support.
- Guide callers through navigating the company site or using the products or services.
- Process trouble tickets for customer accounts with accuracy and efficiency so that all requests are completed promptly according to the standards of the department benchmark.
- Maintain customer satisfaction levels at the department benchmark in relation to the company's Net Promoter Score.
- Manage transactions with customers, collecting payments by check/credit card.
- Update customer database with contact details and interest information from prospective customers.
- Provision and troubleshoot CPE in various network management systems/software.
- Performs data and switch modifications in connection with activation, suspension, and re-establishment of services.
- Provide Tier 1 support by taking initial telephone or email inquiry and using troubleshooting skills to assist customers with hardware, software or network problems. Recognize and escalate more difficult problems to Tier 2 support.
- Assign/schedule technicians' duties daily with accurate routing to appropriate areas to maximize efficiency.
- Maintain communication with various stakeholders (technicians, engineers, customers, etc.) in regard to pending service orders, troubles, or mass outages.
Periodic Job Duties
- Provide assistance to other departments (Engineering, Central Office, Sales, etc.)
- Prepare various reports.
- Attend sales training, technical training, and educational programs for professional development, some of which may require overnight travel.
- Perform other duties as directed by management
JOB KNOWLEDGE, EXPERIENCE, & TRAINING
- Recommended two-year associate degree in a technical or business-related field or two years related experience in sales, support, or customer service.
- Ability to learn job duties by observation and through employee training in specific work areas.
- Ability to solve practical problems and deal with multiple concrete variables in situations with limited standardization.
- Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision. Excellent verbal and written communication skills.
- Ability to work well in a goal-oriented and technical environment as a motivated team player.
- Computer proficiency is critical in applications such as Google Suites, billing system applications, and other software applications as deemed necessary to perform job functions or the ability to possess such skills within 90 days of the hire date.
- Knowledge of communication technology products and services and all company-provided CPE.
- Knowledge of communication systems operation, including installation, troubleshooting, and network design.
- Skilled in persuasive techniques for sales purposes.
- Bi-lingual preferred but not required.
EQUIPMENT
Equipment and/or tools used to perform job functions:
- Computer & Printer
- Telephone / ACD system
- Copier / Fax Machine
PHYSICAL REQUIREMENTS & WORKING CONDITIONS
- Shift times for this position are from 8:00 AM to 8:00 PM and 8:00 PM to 8:00 AM including weekends and holidays with a 12-hour rotating shift. Shift rotates as three (3) days on, three (3) days off. Additional shifts may be added as needed. Shift for this position is 8 am - 8 pm.
- Work is in a controlled office environment.
- Long periods of sitting at workstation.
- Minimal amount of lifting, pushing/pulling, and carrying.
- Occasional walking, stooping, standing, bending, and reaching above head.
- Good eyesight to read computer screen and various reports.
- Hearing ability to communicate with employees and business contact
OTHER REQUIREMENTS & NOTES
- Ability to perform independently and positively in a fast-paced and changing work environment.
- Tact and patience are required when dealing with irate customers to project a good company image. A good telephone personality is essential.
- Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
- Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
- Follow company policies and procedures.
- Must be able to successfully register with the State of North Carolina and Virginia's Alarm Licensing Board within 30 days of employment. Must maintain registrations in good standing for the duration of emploment.
- Safety practices and guidelines must be understood and always followed
The work described above includes the overall function of the job, but is not considered a detailed description of each individual duty of the employee.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Ability to Commute:
- Ellerbe, NC 28338 (Preferred)
Work Location: In person
