Residential Customer Success Specialist

About Us

Blackfoot Communications reliably connects business of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.

Job Summary

This position provides customer service to Residential subscribers existing and new. Tasks include inbound customer inquiries (phone, web, chat), customer on-boarding, confirming products based on the market, placing initial service order and following through to install, customer inquiries on accounts, transfer of liability where applicable to customer type, equipment orders, and authorized user information.

Essential Job Duties and Responsibilities

• Place customer service orders and account information in the current software system.
• Follow the order through initiation to completion working with internal departments such as Line Assignment, Technical Support, and Dispatch.
• Monitor and answer web orders, chat orders, and inquiries from residential subscribers.
• Demonstrate strong product knowledge to effectively guide customers toward the most suitable solutions for their specific needs.
• Follow up with customers upon service completion to get feedback on service.
• Perform other miscellaneous administrative duties as needed.

Additional Job Duties and Responsibilities

• Perform other duties and responsibilities as required to fulfill job function or as assigned.

Knowledge, Skills, and Abilities

• Knowledge of: company policies, procedures, products and services.
• general office practices and procedures.
• professional telephone skills.
• marketing and sales practices and principles.
• time management and organizational skills.
• provide excellent customer service.
• work in a collaborative environment with other departments and work groups.
• work in a safe and effective manner.

Education and Experience

• A typical way to obtain knowledge, skills and abilities would be: Associate’s degree or higher in related field; 2 to 4 years in a coordinator role and/or sales support role in voice/data, software, and/or a technology environment strongly preferred.