POSITION SUMMARY:
CarolinaConnect is a premier internet service provider, priding itself on exceptional customer service and service reliability for business and residential communities in the Lexington, South Carolina, area. We're experiencing significant growth and are therefore seeking a self-motivated, organized, professional candidate to serve as Customer Relationship Specialist.
The successful candidate will be responsible for providing exceptional customer service to our residential and business customers. The position will focus on maintaining excellent customer rapport and customer retention by actively listening, communicating clearly and concisely, and assuring customer understanding. The successful candidate will work closely with other team members to solve customer matters of concern as they arise; assist with additional product and service offerings to customers; and stay informed of current product and industry market conditions.
To apply, please submit a resume and salary requirements.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Resolve customer questions and concerns effectively and efficiently by troubleshooting over the phone and through email to minimize truck rolls. Work to solve customer concerns on the initial call with a minimum of transfers.
- Retain existing customers and minimize product churn.
- Identify customers' needs and interests, and cross-sell additional products and services.
- Effectively sell new services to existing and potential customers.
- Increase product penetration by serving as a consultant to the customer.
- Resolve customer billing and payment issues.
- Process installation, service change, disconnect and trouble call work orders according to departmental policies and procedures.
- Handle sales orders and change of service requests.
- Provide dispatch desk services, such as scheduling service installations, answering initial service calls and routing them within the system.
- Increase collection efficiency by ensuring customer understanding of billing and collection processes.
- Update and maintain customer accounts.
- Work with other departments to achieve organizational goals.
QUALIFICATIONS:
- High School diploma required; post-secondary education preferred.
- Experience in a call center, sales and customer service, cable television and/or telecommunication is required.
- Excellent customer service, communication and organizational skills.
- Proven aptitude for diagnosing and solving problems.
- Ability to stay focused and professional during peak periods, and when dealing with challenging customers and situations.
- Proficiency with mathematics and MS Office.
INTERESTED CANDIDATES:
To apply, please submit a resume and salary requirements.
CarolinaConnect is an Equal Employment Opportunity Employer.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
- Profit sharing
Schedule:
- Monday to Friday
Work Location: Remote