Job Details
>> Customer Experience Specialist Customer Experience Specialist Summary Title:Customer Experience SpecialistID:1278Location:Hagerstown, MDDepartment:Customer Care Description **Customer Experience Specialist** Our growing broadband service business is looking for a skilled problem solver to join our team as a Customer Experience Specialist. We need an enthusiastic individual who can address customer issues to a quantifiable successful outcome. Additionally, the right candidate will explain our service offerings to potential customers and successfully convert those callers into clients. The successful candidate for this role will have a strong command of the companys customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.
The Customer Experience Specialist (CES) provides customer support for Point Broadband customers by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
* Provide superior customer service to incoming customer inquires
* Assist customers with billing features, service, and/or products
* Sell products and services
* Provide basic troubleshooting for service issues and/or outages
* Process customer requests such as new installations, scheduling, adding features, disconnecting service, transferring of service, etc.
* Adjust customer billing accounts as necessary
* Ensure customer requests are completed on first call
* Ability to work cooperatively with supervisors, co-workers, and customers
* Ability to work in an agile environment
* Ability to multi-task, prioritize and manage time effectively
* Ability to follow policies and rules of the company
* Regular predictable attendance required
* Assist other Customer Service Representatives with questions
* Flexible to work evenings and some Saturdays
* Other duties performed as assigned
**COMPETENCIES**
* Analytical - Synthesizes complex or diverse information; Collects and researches data
* Design Demonstrates attention to detail
* Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully
* Interpersonal Skills Focuses on solving conflict, not blaming; Maintains confidentiality
* Oral Communication Listens and gets clarification; Responds well to questions
* Written Communication Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information
**QUALIFICATIONS AND EXPERIENCE**
* High School Diploma or GED required
* At least two years of work experience. Previous customer service and/or call center experience preferred
* Strong communications and phone skills, interpersonal skills, basic computer skills, problem-solving skills
* Microsoft Office Suite, Google Earth
* Commitment to Point Broadband Value System, honesty, integrity, and a strong work ethic
**PHYSICAL REQUIREMENTS/CONDITIONS**
* Required to regularly sit for long periods, stand/walk occasionally
* Speak, hear normal conversation and telephone ring tones
* Operate a computer and other office equipment
* Reach with hands/arms frequently at or below chest height and occasionally overhead
* Must have adequate close vision for reading and computer work
**LIMITATIONS AND DISCLAIMER**
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of responsibilities, duties and skill required for the position.
**Point Broadband is an equal opportunity employer. For further information, please visit** "EEO is the Law" Poster | U.S. Equal Employment Opportunity Commission (eeoc.gov)