Customer Experience Champion

4 weeks ago


Pekin, Illinois, United States Vyve Broadband Full time

Vyve Broadband is a leading broadband Internet provider serving largely non-urban communities in 16 states.

Job Overview

This role involves serving as the primary point of contact via telephone with customers, handling all call types, and saving/selling appropriate services to customers. The Customer Experience Champion is accountable for achieving daily, weekly, and/or monthly sales and retention goals.

Key Responsibilities
  • Use established processes to determine customer needs and promote Vyve products ethically to potential and existing customers.
  • Achieve sales and retention goals for percentage and volume.
  • Enhance customer loyalty by effectively promoting Vyve services that will enhance the quality of customers' lives and generate sustainable revenues for the company.
  • Effectively utilize sales/retention techniques to gain and/or retain new and existing customers calling to subscribe or cancel Vyve services.
  • Accurately document all customer-related transaction information, ensuring work orders and billing systems accurately reflect the transaction requirements.
  • Ensure all customer communication is professional, courteous, and helpful so that potential and existing customers understand their value to Vyve.
  • Engage in sales and service-related tasks, including process improvement, group and individual call observation, quality calibration, and mentoring activities.
  • Follow up on customer-related issues, involving other departments when necessary.
Requirements
  • High School Diploma or equivalent, Associate's Degree preferred.
  • Minimum 1-year experience in sales, a customer-facing environment, in-person or call center.
  • Ability to learn quickly and adapt to complex technology changes.
  • Exceptional interpersonal skills and excellent communication (verbal and written) skills.
  • Excellent computer skills (Windows Operating Systems, Microsoft Office, ISPs).
  • Excellent organizational skills and ability to self-manage your line of business.

The estimated salary range for this position is $45,000 - $65,000 per year, depending on location and qualifications.



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