Account Support Team - Name Change

Core Responsibilities

• Commuting to Mahoning Contact Center to process and file Name Change Paperwork as needed
• Providing customers with accurate details related to Name Change policy and procedures
• Providing customers with appropriate service options that align with business objectives, while maintaining a clear understanding that the role is non-commission based
• Providing support to Blue Ridge customers for billing, repair, retention, and sales calls
• Troubleshooting and resolving technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience
• Communicate information and directions to the customer in an organized and concise manner
• Education customers about the features and benefits of our products and services and consistently promoting self-service options to improve the customer experience
• Explaining account information to customers with a focus on first-call resolution; Customers do not want to have to call us multiple times - Own the interaction, answer the question, and fix the problem
• Resolving customer complaints/concerns through active listening, empathy, professionalism, and problem-solving
• Acting as a product consultant, communicating product features and benefits and making recommendations based on the customers’ needs/interests; Identifies buying signals, asks for the sale, reinforces current value to existing customers, and delivers a high-quality interaction
• Providing regular, consistent, and punctual attendance; Must be available to work overtime when needed
• Positively contributing to our team culture
• Consistently maintaining product knowledge and actively participating in training and coaching sessions
• Achieving established goals and performance metrics; Performance goals must be met on a monthly basis to qualify for our work-from-home program

Qualifications

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• Valid PA Driver's License and good driving record
• Bilingual Spanish a plus
• Blue Ridge Order Entry Skills
• Previous Customer Service and/or Sales Experience a plus
• Strong computer skills and working knowledge of Microsoft Office Programs, printer/scanner and Outlook
• Excellent Communication Skills – Oral and Written
• Ability to build positive rapport quickly with customers
• Ability to travel to the Mahoning Contact Center as needed to file paperwork as needed