Customer Experience Specialist

3 weeks ago

Topeka, United States Point Broadband Full time

>> Customer Experience Specialist Customer Experience Specialist Summary Title:Customer Experience SpecialistID:1342Location:Orange Beach, ALDepartment:Customer Care Description **Customer Experience SpecialistOrange Beach, AL** Our growing broadband service business is looking for a skilled problem solver to join our team as a Customer Experience Specialist. We need an enthusiastic individual who can address customer issues to a quantifiable successful outcome. Additionally, the right candidate will explain our service offerings to potential customers and successfully convert those callers into clients. The successful candidate for this role will have a strong command of the companys customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.The Customer Experience Specialist (CES) provides customer support for Point Broadband customers by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs.**ESSENTIAL DUTIES AND RESPONSIBILITIES*** Provide superior customer service to incoming customer inquires* Assist customers with billing features, service, and/or products* Sell products and services* Provide basic troubleshooting for service issues and/or outages* Process customer requests such as new installations, scheduling, adding features, disconnecting service, transferring of service, etc.* Adjust customer billing accounts as necessary* Ensure customer requests are completed on first call* Ability to work cooperatively with supervisors, co-workers, and customers* Ability to work in an agile environment* Ability to multi-task, prioritize and manage time effectively* Ability to follow policies and rules of the company* Regular predictable attendance required* Assist other Customer Service Representatives with questions* Flexible to work evenings and some Saturdays* Other duties performed as assigned**COMPETENCIES*** Analytical - Synthesizes complex or diverse information; Collects and researches data* Design Demonstrates attention to detail* Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully* Interpersonal Skills Focuses on solving conflict, not blaming; Maintains confidentiality* Oral Communication Listens and gets clarification; Responds well to questions* Written Communication Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information**QUALIFICATIONS AND EXPERIENCE*** High School Diploma or GED required* At least two years of work experience. Previous customer service and/or call center experience *preferred** Strong communications and phone skills, interpersonal skills, basic computer skills, problem-solving skills* Microsoft Office Suite, Google Earth* Commitment to Point Broadband Value System, honesty, integrity, and a strong work ethic**PHYSICAL REQUIREMENTS/CONDITIONS*** Required to regularly sit for long periods, stand/walk occasionally* Speak, hear normal conversation and telephone ring tones* Operate a computer and other office equipment* Reach with hands/arms frequently at or below chest height and occasionally overhead* Must have adequate close vision for reading and computer work**LIMITATIONS AND DISCLAIMER**The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of responsibilities, duties and skill required for the position.**Benefits:*** Medical, Dental and Vision* Flexible Spending Accounts* Company Paid Life as well as Voluntary policies* 401(k)* Paid Time Off* Share the Care Paid Time Off* Paid Holidays* Cell Phone Allowance *Applicable by Position** Career Progression Opportunities* Discounted Broadband Services *Where Applicable***Point Broadband is an equal opportunity employer. For further information, please visit** 'EEO is the Law' Poster | U.S. Equal Employment Opportunity Commission (eeoc.gov)#J-18808-Ljbffr

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