Customer Support Specialist

1 week ago

Northwood, Ohio, United States BCI Full time
ABOUT BCI

BCI is a premier provider of High-Speed Internet, Cable TV, and telecommunication services in the region. Our dedicated team of over 600 professionals is committed to delivering excellence and innovation, while actively engaging in community service initiatives. BCI offers a comprehensive rewards package for all full-time employees, which includes:
  • Competitive Compensation
  • Comprehensive Health Coverage
  • 401K Retirement Plan
  • Paid Time Off
  • Discounted Cable and Internet Services
  • Career Advancement Opportunities
  • Wellness and Fitness Programs
  • Community Engagement Opportunities
COMPANY: BCI

JOB TITLE: Sales and Retention Advisor

DEPARTMENT: Customer Service

JOB SUMMARY

The Sales and Retention Advisor is tasked with addressing the needs of BCI's residential customers by providing general information, managing billing inquiries, and promoting BCI's products and services to both new and existing customers. This role involves offering insights to assist customers in making informed purchasing decisions, educating them on the benefits of various technology solutions, and ensuring a positive customer experience. The Sales and Retention Advisor reports directly to the Sales & Support Manager.

ESSENTIAL JOB FUNCTIONS

The Sales and Retention Advisor is responsible for:
  • Delivering accurate information to customers regarding billing, procedures, and company policies;
  • Providing precise details about products and services to achieve First Call Resolution;
  • Engaging in suggestive selling to enhance customer service packages;
  • Participating in ongoing sales training to improve skills;
  • Utilizing all available tools to retain existing customers;
  • Meeting or exceeding established sales targets;
  • Ensuring accuracy in all tasks performed;
  • Transferring calls to appropriate departments when necessary;
  • Verifying and rescheduling field appointments as needed;
  • Completing assigned data entry tasks;
  • Maintaining confidentiality of customer information;
  • Collaborating with team members to achieve departmental goals;
  • Promoting the sales and retention of BCI's services;
  • Documenting customer feedback and maintaining an organized workspace;
  • Attending scheduled training sessions and team meetings;
  • Adhering to company policies and procedures at all times;
  • Performing additional duties as required.
JOB REQUIREMENTS

Education and Experience
  • Prior experience in a customer service role - required
  • Previous sales experience - required
  • Proficient keyboard skills - required
  • High School Diploma - required
  • Ability to pass a comprehensive background check and drug screening - required
Core Competencies
  • Agility - Adapts to change with a sense of urgency;
  • Innovation - Engages in critical thinking and continuous learning;
  • Customer Orientation - Focuses on creating exceptional customer experiences;
  • Collaboration - Works effectively within a team environment;
  • Accountability - Takes ownership of tasks and responsibilities.
OTHER SKILLS/REQUIREMENTS
  • Maintains punctuality and good attendance;
  • Background that meets company standards;
  • Reliable transportation at all times.
PHYSICAL DEMANDS

May include walking, kneeling, standing, sitting, and using hands for various tasks. Light lifting of up to 20 lbs. may be required occasionally.

WORKING CONDITIONS

The Sales and Retention Advisor is a non-exempt hourly position. Customer Service operates 24/7, including holidays. Regular working hours may vary based on departmental needs.
  • Overtime may be required with prior approval.
  • Scheduled breaks are assigned daily.
  • Desk sharing with co-workers may be necessary.
  • BCI maintains a drug-free workplace; all employees must comply with drug-free policies.
  • Job duties and hours may change based on company needs.
BCI is an Equal Opportunity Employer (EOE)

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