POSITION DESCRIPTION
Customer Experience Specialist
I. Objective
To achieve the highest degree of customer satisfaction, by supporting both residential and business consumers with inbound sales, customer service, and technical support.
II. Reporting Relationships
A. Reports to Sales and Marketing Manager
B. Directs none.
III. Essential Functions
A. Ensures each customer receives outstanding customer service by providing a friendly and positive environment, a willingness to listen to the customer needs, and the ability to offer solutions to meet their needs.
B. Answers internal residential and small business customers' calls regarding new services, serviceability, billing, and product information.
C. Executes external calls to current or potential customers based on serviceability or call back needs.
D. Assess the needs of inbound customers to answer questions about products and services and to provide solutions that fit customers' needs.
E. Timely process of sales order entry as well as any other administrative tasks associated with sales activities
F. Remains current with telecommunication industry standards and products offered by C2FI
G. Verifies and enters all customer's information and service orders accurately into required billing and operation software programs
H. Accurately process documentation by notating each interaction in a professional manner.
I. Ability to accurately assess a situation and determine if an adjustment to an account is needed and, when needed, direct adjustment to Sales and Marketing Manager
J. Stay informed of C2FI and FECC policies, procedures, and programs
K. Demonstrates initiative to complete other departmental responsibilities during slower call volume or walk-in traffic.
L. Maintains confidentiality and security of all customer information
M. Gain a working knowledge of the Arkansas Public Service Commission (PSC), Federal Communications Commission (FCC), and Customer Proprietary Network Information (CPNI) Rules of Practice and Procedures
N. Observe all safety rules and regulations
IV. Other Functions
A. Recommends improvements that can be made in practices, methods and procedures
B. Assists with other duties as necessary or assigned
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.
The Customer Experience Specialist shall be required to perform any other duties assigned to fulfill the objectives of the organization.
V. Internal Relationships
A. Sales and Marketing Manager: Request advice and provides assistance as required. Seek necessary approvals and keep informed of policies and procedures
All C2FI and All FECC: Work closely with C2FI and FECC employees to attain the goals that have been set for this position.
VI. External Relationships
Customers: Courteously respond to customer inquiries and if unable to do so, direct them to the appropriate personnel. Make every effort to gain customer's understanding and acceptance of the C2FI's plans, programs and policies, available services and other information as required.
VII. Wage and Salary Information
This position is an hourly rated non-exempt position under the Wage and Hour Law and overtime compensation must be paid.
POSITION SPECIFICATIONS
Customer Experience Specialist
Education
High School Diploma or equivalent
Experience
One year's experience working with the public is preferred. Experience in retail or inbound sales environment or telecommunication industry is preferred. Experience in basic office procedures is required.
Job Knowledge
Basic knowledge of telecommunication service offers and explanation of services available is preferred.
Skills
Good communication skills are essential. The ability to effectively communicate with customers is required. Must be able to work with other personnel to support C2FI customers. General navigation in Microsoft Excel, Word and Outlook preferred. Prefer the ability to plan and organize workload efficiently, as well as work on several projects simultaneously.
Abilities
Must possess the ability to communicate effectively with customers regarding, new services, billing, complaints and inquiries. Must be able to work with other personnel to coordinate C2FI's service to customers. Good communications skills, both written and oral, are essential.
Working Conditions
Normal office conditions with some irregular hours and overtime required.
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