Customer Sales & Service Associate

Essential Functions

• Aids customers over the telephone, in person, and online with a wide variety of questions, requests, and complaints related to their broadband services account and bill.
• Assists customers with start/stop requests for services, explanation of services provided, delinquencies, billing inquires and adjustments, and other issues related to services.
• Sells broadband subscription services to small commercial and residential customers, performs basic troubleshooting, establishes new accounts, creates account service modifications, provisions phones, and up-sells all broadband services.
• Corrects account problems by reviewing account information and generating service orders, if needed.
• Creates provisioning and trouble ticket work orders, maintains billing records, and other various computer print-outs.
• Interacts with a wide variety of customers whose behavior may range from pleasant to verbally threatening and abusive.
• Answers all incoming broadband customer support phone calls, online inquiries, and assists walk-in traffic during the assigned office hours.
• Operates broadband billing and provisioning software (OSS/BSS), the voice services provisioning and customer portal software, and the City's internal/external telephone system.

Other Job Functions

• Completes various monthly reports, assorted daily jobs, and special projects.
• Solves account problems in a timely manner.
• Maintains a working familiarity with broadband related technologies, such as VOIP, video products, and Wi-Fi routers.
• Maintains a working familiarity with competing products and services from other service providers.
• Performs other duties as assigned.

Qualifications

• High School graduate or GED required.
• 3 years previous work experience in a fast-paced, high-stress phone and/or face-to-face customer service position required, preferably in a call center environment.

Knowledge, Skills, And Abilities

• Determines proper broadband service needs for customers based on sales discovery process.
• Recognizes opportunity to upsell or right size customer package with existing customers.
• Communicates effectively and diplomatically with the public and co-workers in a variety of situations.
• Understands and resolves complex customer account inquiries.
• Works efficiently & effectively in a fast-paced environment.
• Learns quickly and develops a sound understanding and use of customized, complex software.
• Maintains confidential information.
• Applies conflict resolution skills to ensure successful outcomes.

Physical Demands And Working Conditions

• Frequent minimal physical effort typically found in clerical work.
• Primarily sedentary, may occasionally lift and carry light objects.
• Frequent exposure to routine office noise and equipment.
• Occasional light to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks.
• Frequently works with light objects and light hand tools.