JOB SUMMARY
This position reports directly to the Supervisor and will not have any supervisory responsibilities. Responsibilities include frequent contact with internal and external customers and will partner with other departments in order to determine the serviceability of an address and follow all processes outlined to complete this function. Maximize sales opportunities by selling new and existing customers additional products and services.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Handle calls from potential customers and business partners via telephone in order to process order entry for cable, internet, voice, and mobile services.
Responsible for adhering to company guidelines while handling calls and working tasks, in addition to adequately meeting the needs of the residential customer in a timely manner.
Assess and correct work orders to ensure their completion and accurate billing. All work orders are evaluated to ensure they are operationally sound and residential customers will be billed correctly for requested services.
Handle order exceptions relating to cable services, internet, phone, and ancillary products across multiple vendors and platforms.
Act as liaison for multiple groups including but not limited to direct sales, retailers, and e-tailers.
Manage mobile and emergency broadband activation, open orders, and process self-installation kit errors for residential customers.
Maximize additional revenue from Residential customers by selling incremental products and services through use of recommended sales techniques. Identify and maximize upselling and cross selling sales opportunities.
Applies all business rules, to ensure the integrity of the work order in an effort to increase completion rates.
Responsible for documenting and sharing best practices within team and offer suggestions for improvement.
Other duties as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak, and understand English
Ability to prioritize, organize, and multitask effectively
Ability to use personal computer & multiple software applications
Ability to work independently and in a group environment
Ability to effectively address/resolve customer complaints and issues
Ability to work while seated for prolonged periods of time, taking back-to-back calls
Knowledge of office procedures and Company policies
Knowledge of service troubleshooting
Required Education
High School Diploma or equivalent
Required Related Work Experience and Number of Years
Customer Service or Sales Experience - 2+
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Ability to maintain confidentiality
Ability to solve problems while working under pressure
Knowledge of the cable/telephony industry - products and services
Knowledge of all four lines of business (Cable, Internet, Voice, Mobile)
Knowledge of Residential product information, packaging, pricing and current offers
WORKING CONDITIONS
Office environment
Flexible work schedule
CSU116 334974 334974BR