Customer Relations Agent 1

2 months ago

Butler, United States Armstrong Group Full time

Responsibilities, Essential Functions, and Job Duties Prefer candidates with experience handling calls in a call center environment, yet will train the right person. Capable of selling and retaining products and services, including Video, Internet, and Telephone. Effective communicator over the telephone and via e-mail. Understands the importance of a consultative call flow, which requires patient listening and the asking appropriate probing questions to determine customer needs. Communicates issues and feedback to the appropriate individuals as it relates to our products and customers to ensure continuous improvement (i.e. kaizen). Effectively describes features and benefits and capable of identifying and overcoming objections, as working to retain customers and reenergizing customer loyalty and satisfaction. Meet established department/team/individual goals and scorecard requirements for retention Key Performance Indicators (KPIs), including Primary Service Units (PSUs) saved, Revenue Retained, Average Handle Time (AHT), and the like. Handle both inbound and outbound NOTF calls, explain the project and process clearly and concisely to applicable customers, ensuring a conversion is scheduled with each customer contact. This may require additional and follow-up calls to customers. Communicate and work cooperatively with LO regarding NOTF conversion processes and scheduling Effective communicator over the telephone, web chat, and e-mail. Believes in and promotes Armstrong's robust home entertainment services to customers, friends, families, and neighbors. Enjoys being an Armstrong Ambassador. Provide a quality Armstrong Experience on every customer contact by resolving customer issues and needs, while introducing/promoting Armstrong services in a positive manner. Accurately enters order information into an ICOMS billing system, including updating of customer accounts, telephone, and contact information. Protects all private customer information. Must be collaborative, flexible, and a team player. Will place outbound calls, as needed and with special projects. Qualifications Sales or retention experience or sales/retention acumen. Strong communication skills. Customer service experience. PC and data entry proficiency. Must be very organized. Positive attitude and capable of understanding the Power of Change. Understands and appreciates the value of a variable pay compensation plan based on target attainment. Direct Reports None. Works closely with up to 4 Supervisors, 11 Agents on Team, and 40 Agents in department. Physical Requirements Ability to sit for long hours behind a PC or laptop, all while wearing a headset. Ability to work shifts, days, evenings, weekends, and holidays, in accordance with recurring shift bid process. Ability to work over time during some evenings, weekends, holidays, and peak seasons (e.g. Student Rush). Ability to transition into similar call handling roles, such as retention or Care, to handle call volume peaks. Ability to work independent and within a team environment. Who We Are The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions. Armstrong is an Equal Opportunity Employer.

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