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Customer Service Representative

2 months ago

Northwood, Ohio, United States BCI Full time
About BCI

BCI is a leading provider of high-speed internet, cable TV, and phone services in northwest Ohio and southeast Michigan. Our team of 600+ employees is committed to excellence and innovation, and we encourage our employees to volunteer in their local communities. We offer a comprehensive total rewards package, including:

  • Competitive Pay
  • Comprehensive Health Benefits
  • 401K Retirement Savings
  • Paid Time Off
  • Discounted Cable and Internet (Within Service Area)
  • Career Development
  • Wellness & Fitness Programs
  • Community Involvement Opportunities
Job Summary

The Sales Retention Specialist is responsible for directly servicing the needs of our residential customers with general information, billing, and promoting and selling our products and services to new and existing customers. The ideal candidate will provide analysis to advise customers on their purchasing decisions, thoroughly educate and demonstrate the advantages of our recommended packages, and maintain a strong customer focus to ensure a positive customer experience.

Essential Job Functions
  1. Communicate accurate information to customers regarding billing invoices, cycles, procedures, and processes.
  2. Communicate accurate information to customers regarding general information about our products, services, and company, resulting in a First Call Resolution.
  3. Suggestive selling to upgrade customers' services.
  4. Participate in continuous sales training to grow sales and retention skills.
  5. Retain existing customers by using all tools, techniques, and offers available.
  6. Meet and/or exceed sales goals.
  7. Accurately verify field appointment times with customers.
  8. Reschedule field appointments as requested by customers.
  9. Complete the Final Notice call-out program as assigned.
  10. Provide unaided first-call resolution to customers' requests within skill proficiencies, billing system privileges, company policies, and department procedures.
  11. Use the PC workstation to access customers' accounts to assist with their needs.
  12. Ensure the confidentiality of all customer information.
  13. Work continuously with co-workers as a team to achieve the goals of Customer Operations.
  14. Use good judgment when servicing customer needs.
  15. Actively promote the sales and retention of our services to customers and co-workers.
  16. Actively pursue the unauthorized use of our products and services.
  17. Meet the standards set forth by the management of Customer Service.
  18. Send comment cards to customers on a regular basis.
  19. Complete Data Entry as assigned.
  20. Keep the department neat and organized.
  21. Attend monthly department trainings and weekly team meetings as assigned by the Customer Operations Management Team.
  22. Accurately record time sheets and notify a Call Center Operator when late for work as outlined in the attendance procedure.
  23. Follow and enforce the Company's policies and procedures, including the EEO guidelines and safety, at all times.
  24. Perform any miscellaneous department duties as needed.
Job Requirements

To be successful in this role, you will need:

  • Previous experience in a customer service environment.
  • Previous sales experience.
  • Keyboard skills.
  • A High School Diploma.
  • To pass our comprehensive background and drug screen.
Core Competencies

We are looking for individuals who embody the following core competencies:

  • Agile: Embracing change, adaptable, and flexible, with a sense of urgency.
  • Innovative: Using critical thinking, creativity, continuous learning, and challenging the status quo.
  • Customer Focused: Creating an exceptional customer experience, demonstrating a sales and service mentality.
  • Collaborative: Teamwork, proactive knowledge sharing, and constructive conflict.
  • Accountable: Seeing it, owning it, solving it, and doing it, with a focus on holding each other accountable.
Other Skills/Requirements

In addition to the above requirements, you will need to:

  • Maintain punctuality and good attendance.
  • Have a background record that meets Company standards.
  • Have reliable means of transportation at all times.
Physical Demands

This role may require:

  • Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers.
  • Light lifting of 20 lbs. occasionally needed.
Working Conditions

This is a non-exempt hourly position, and you will be required to work:

  • Overtime, which must be approved in advance by your supervisor.
  • Lunch and dinner breaks are assigned daily.
  • Be prepared to share a desk (area) with other co-workers.
  • Adhere to the Company's drug-free workplace programs and policies.
  • Be subject to change as the needs of the company change.