The Role
Respond to inbound and outbound customer contacts across voice, chat, email and text to sell and support Blue Stream Fiber products and services, set up or transfer service, document sales, meet KPIs, resolve customer issues, and deliver excellent customer experiences.
Summary Generated by Built In
The Inbound Retail Sales Representative is a consultative sales professional who leverages their skills to offer customers personalized solutions with Blue Stream’s industry-leading products and services. Using excellent, in-depth knowledge of company products and programs, this team member will drive customer adoption of Blue Stream’s full retail portfolio while also providing top-notch support and creating a positive customer experience. Inbound Sales Representatives handle calls from customers wanting to set up new service, transferring service from one address to another, and/or adding a new product to their existing service. It is simple; our goal is to give our customers the best experience and the most value. As a Blue Stream Fiber Inbound Sales Representative, you can be a part of doing just that.
Key Responsibilities
- Engage with both inbound and outbound calls from external and internal customers via voice, chat, email, text, and other platforms for sales and customer service-related situations.
- Achieves sales and customer experience goals and objectives.
- Executes on outbound calling campaigns involving residential customers.
- Learns quickly, retains, and recalls product information while handling multiple priorities in a fast -paced environment.
- Maintains satisfactory performance on efficiency, effectiveness, and quality metrics.
- Maintains accurate and timely sales database documentation throughout all phases of the service and sales process.
- Practices above average ability and accuracy in detailed work
- Meet or exceed key performance indicators (KPIs) set by manager and business unit
- Adherence to regular and predictable attendance and punctuality
- Performs other duties as assigned
Skills, Knowledge & Expertise
- Must be able to read, write and speak English. Can effectively present information and respond to questions from customers and technicians.
- High School Diploma or equivalent
- 2 years related experience preferrable.
- Customer/Client Focus
- Flexibility
- Works well in a team environment
- Communication Proficiency
- An understanding of technology
- If working remotely, must have ability and willingness to meet in person at local call center as needed for meetings, group trainings, events, etc. A proven closer with sales experience (telecom sales a plus)
- Understanding of the fundamentals of competitive environment.
- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
- Ability to demonstrate functional skill in communicating and explaining basic account information to the customer including their billing statement, products, and services, with focus on first-call resolution, retaining revenue, and building value.
- Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving.
- Must be able to work in a fast-paced, structured, dynamic, and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
- Demonstrates ability to achieve established goals and performance metrics and ability to work with moderate supervision/guidance.
- High focus on attendance and must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Ability to work independently but seeks leadership support when necessary.
- Also works with the Sales Enablement Manager to achieve sales goals.
Job Benefits
- Medical, Dental and Vision
- PTO & Holidays
- 401K + Match
- Life Insurance
- FSA & HSA
- Short Term/Long Term Disability
- Legal Plan Support & EAP
About
Blue Stream Fiber has over 45 years of industry experience, servicing Florida with amazing internet, TV, and phone products. We are the best in state, but that isn’t the only reason to choose us. We constructed our own advanced fiber network to deliver an innovative array of products supported by a best-in-class customer service.Our team operates with a clear mission: based locally means we act locally. We take pride in thinking and acting with the customer in mind knowing they could be our neighbor, our friend or even our own family. Our team is passionate about and dedicated to ensuring our customers and neighbors receive the most reliable services that will enrich their lives. When you need us, our customer service and technical support team members based in Coral Springs, Indiantown, Orlando and Port St. Lucie are ready to assist you.
Skills Required
- Must be able to read, write and speak English
- High School Diploma or equivalent
- 2 years related experience
- Proven closer with sales experience (telecom sales a plus)
- Ability to work nights, weekends, variable schedules and overtime as necessary
- Ability to multitask across multiple tools and systems (knowledge base, CRM, communications)
- Ability to explain account information, billing, products and services to achieve first-call resolution
- Ability to handle and diffuse upset customers with active listening, empathy, and problem solving
- If working remotely, ability and willingness to meet in person at local call center for meetings and trainings
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The Company
What We Do
Blue Stream Fiber has been in business for over 40 years, servicing Florida with amazing Internet, TV and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed WIFI, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology. As our company grows throughout the state, our support staff needs to grow and evolve, and that is exactly why we need you. At Blue Stream Fiber we take a customized approach to ensure our customers are at the center of every decision we make, all the while developing each of our team member’s strengths and experiences. We take our role as trusted industry experts very seriously and are dedicated to providing communities and our neighbors with reliable fiber infrastructure to offer world-class internet, TV and phone products and services that enrich lives, while providing a personalized customer experience, from a local team that cares.
