Customer Service and Sales Advisor

3 months ago


Chattanooga, United States EPB Full time

Job SummaryThe Customer Service and Sales Advisor serves as part of the front line team at EPB that provides courteous, efficient, and accurate customer service. This team handles connects, disconnects, installs, removals, or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc. The Customer Service and Sales Advisor is also responsible for residential fiber optics sales, signing up new Fiber Optics customers as well as making changes to customer accounts and up-selling new products or services when appropriate. The Customer Service and Sales Advisor is also responsible for first-level troubleshooting for Fiber Optics customer issues. Customer Service and Sales Advisors are considered disaster recovery employees and, as such, are required to work periodically from home and must meet the requirements of the "Work at Home Call Center Policy."Duties and ResponsibilitiesProvide effective and timely resolution of a broad range of customer inquiries and requestsStrive for first-time resolution of customer issuesComplete on-going training to stay abreast of products, service, and policy changesStrike a positive and cooperative tone with both customers and coworkersDemonstrate best judgment in adjusting complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigationIncrease the customer experience by providing information on new products, rate plans, and services through up-selling opportunitiesProvide customers information by accessing a variety of database systemsProcess customer payments as neededAvailable to work first, second or third shift; Work overtime 70% of the time when askedMust be available to work mandatory overtime when requiredEducation and ExperienceAssociates degree or equivalent experience requiredTwo plus years of related customer service experience, preferably in a call center environmentBasic knowledge of office tools provided on each PC (Word, Excel, Access, and Powerpoint)Working knowledge and experience in Intranet software and MicrosoftCertifications and Other RequirementsSuccessfully pass sales and call center pre-employment assessments



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