Customer Service and Sales Advisor Trainee

About the role

Customer Service and Sales Advisor Trainee (Customer Service): The Customer Service and Sales Advisor Trainee is responsible for providing exceptional customer service while learning the skills necessary to become a fully-trained Customer Service and Sales Advisor. The trainee will progress through various phases of training, gaining proficiency in systems, basic skills, complex orders, product positioning, and handling customer calls.

Responsibilities

• Develop a strong understanding of company policies and procedures.
• Participate in limited phone training to familiarize with customer interactions.
• Phase II: Advanced Product Knowledge (4 Weeks) - Acquire in-depth knowledge of complex electric and fiber orders; receive training on product positioning and sales techniques; continue with limited phone training to enhance customer service skills.
• Phase III: Full-Time Customer Service (60 Days) - Begin taking calls full-time under direct coaching and supervision; apply learned skills to provide effective customer service and support; receive ongoing feedback and coaching to improve performance.
• Phase IV: Transition to Customer Service and Sales Advisor (90 Days) - Move to the call center floor to work a typical shift as a Customer Service and Sales Advisor; apply all acquired skills and knowledge to deliver exceptional customer service and drive sales; successfully complete the trial employment period to transition into the permanent role.
• The work environment typically represents a fast-paced, small, confined office environment with occasional moderate noise; may perform other duties as assigned; all employees should demonstrate the behaviors of Professional Empowerment and comply with all EPB policies, standards, and guidelines; EPB provides electric and communications services, which are considered critical infrastructure by the Department of Homeland Security; this EPB job is essential to support this critical infrastructure and may be required to work onsite or in the field to maintain these services.

Qualifications

• High school diploma or equivalent is preferred, but relevant experience will be considered.
• Previous customer service experience and/or training.
• Basic knowledge of office tools provided on each PC (Word, Excel, Access, and PowerPoint).
• Working knowledge and experience in Intranet software and Microsoft.

Skills

• Successfully pass sales and call center pre-employment assessments.
• Excellent written, verbal, and listening skills.
• Ability to adjust to changing situations and work effectively in a dynamic environment.