POSITION TITLE: Sales & Support Specialist - Retail - Ellerbe office

DEPARTMENT: Customer Service & Support

REPORTS TO: Customer Service Manager

PURPOSE OF POSITION

To work with the Customer Service team to address customer requests related to billing, sales, and support while assisting with daily administrative tasks. This includes communicating plans to represent the company's products and services to customers and employees. Ensuring the accuracy of service orders, assigning plant facilities, scheduling technicians, maintaining documentation, and troubleshooting to restore services. Efficiently managing time and work is essential to maximize productivity and ensure timely customer care.

Active participation is needed to achieve company sales goals and maintain standard levels of service.

ESSENTIAL DUTIES & RESPONSIBILITIES

Job duties and responsibilities are split into three distinct operations: Billing, Sales, and Support. This position requires that the candidate be able to perform these functions in a retail environment.

Primary Job Functions

• Acts upon direct instruction without continuous supervision.
• Review and answer customer questions related to payments, billing, service changes, or issues.
• Maintain profitable and productive relationships with customers. Provide excellent services and ensure customer satisfaction. Engage in consistent, excellent relationship management by following up with Customers by phone or email.
• Maintain up-to-date knowledge about product and network information and promotions.
• De-escalate situations involving dissatisfied customers, offering patience, assistance, and support.
• Perform retail and phone sales activities to achieve company sales objectives. Identify and contact potential customers for sales opportunities.
• Manage transactions with customers collecting payments whether in cash/check/credit card. Issue change when applicable and receipts.
• Greet customers when entering or leaving the store.
• Guide callers through navigating the company site or using the products or services.
• Process service orders and trouble tickets for customer accounts with accuracy and efficiency so that all requests are completed promptly according to the standards of the department benchmark.
• Maintain customer satisfaction levels at the department benchmark in relation to the company's Net Promoter Score.
• Update customer database with contact details and interest information from prospective customers.
• Work independently or in a team to achieve a monthly sales quota.
• Determine the line route and plant facility assignment of new service locations. Provision and troubleshoot CPE in various network management systems/software.
• Performs data and switch modifications in connection with activation, suspension, and re-establishment of services.
• Provide Tier 1 support by taking an initial inquiry and using troubleshooting skills to assist customers with hardware, software or network problems. Recognize and escalate more difficult problems to Tier 2 support.
• Assign/schedule technicians' duties daily with accurate routing to appropriate areas to maximize efficiency.
• Maintain communication with various stakeholders (technicians, engineers, customers, etc.) regarding pending service orders, troubles, or mass outages.

Periodic Job Duties

• Provide assistance to other departments (Engineering, Central Office, Sales, etc.)
• Prepare various reports.
• Attend sales training, technical training, and educational programs for professional development.
• Perform other duties as directed by management.

JOB KNOWLEDGE, EDUCATION, & EXPERIENCE

• Preferred two-year associate degree in a technical or business-related field and two years’ experience in sales, support, or customer service.
• Ability to learn job duties by observation and through employee training in specific work areas.
• Must possess excellent administrative and organizational skills. Excellent verbal and written communication skills.
• Ability to solve practical problems and deal with multiple concrete variables in situations with limited standardization.
• Detail-oriented and able to work efficiently under deadline pressure. Must be able to organize and prioritize multiple job assignments with minimal supervision.
• Ability to effectively present information and respond to questions from groups of managers, technicians, customers, and the public.
• Ability to work well in a goal-oriented and technical environment as a motivated team player.
• Computer proficiency is critical in applications such as Microsoft Office Suite, Gmail, Google Docs, billing system applications, and other software applications as deemed necessary to perform job functions or the ability to possess such skills within 90 days of the hire date.
• Knowledge of communication technology products and services and all company-provided CPE.
• Knowledge of communication systems operation, including installation, troubleshooting, and network design.
• Knowledge of company products and services.
• Skilled in persuasive techniques for sales purposes.
• Bi-lingual is preferred but not required.

EQUIPMENT

Equipment and/or tools used to perform job functions

• Computer & Printer
• Telephone / ACD system
• Copier / Fax Machine

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• Work is in a controlled office environment.
• Long periods of sitting at workstation.
• Minimal amount of lifting, pushing/pulling, and carrying.
• Occasional walking, stooping, standing, bending, and reaching above head.
• Good eyesight to read computer screens and various reports.
• Hearing ability to communicate with employees and business contacts.

OTHER REQUIREMENTS & NOTES

• Ability to perform independently and positively in a fast-paced and changing work environment.
• Tact and patience are required when dealing with irate customers to project a good company image. A good telephone personality is essential.
• Must develop a good working relationship with all personnel in the various departments to ensure the timely completion of work requirements for customer satisfaction.
• Attention to detail, excellent attendance, and flexibility to work overtime or a varied schedule is a requirement.
• Follow company policies and procedures.
• Safety practices and guidelines must be understood and always followed.

The work described above includes the overall function of the job, but is not considered a detailed description of each individual duty of the employee.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Ability to Commute:

• Ellerbe, NC 28338 (Required)

Work Location: In person