Customer Experience Specialist I

“We Push the Boundaries of Possibilities for our Communities.”

Overview of the Position Responsibilities: The Customer Experience Specialist I will provide exceptional service support, internally and externally, for in-person and virtual customers.

Be part of our innovation- building and delivering a fiber-rich internet connection to people’s doorsteps.

What You Will Do: Essential duties and responsibilities include but are not limited to those listed below:

• Answers incoming service requests and responds regarding sales, billing, and service issues in a timely and accurate manner, while maintaining an efficient and professional demeanor.
• Identifies and escalates priority issues; when necessary, transfers to the appropriate department.
• Uses computer systems to identify, research, and resolve customer issues.
• Accurately completes required paperwork and/or documentation associated with each job assignment and/or customer interaction.
• Coordinates with other departments as necessary to ensure customer satisfaction and problem resolution.
• Abides by department cash/payment handling procedures.
• All other related duties as assigned.

Order Entry:

• Processes new service orders and schedules installation of new services sold by DTD Agents received in the Atlas Tools System.
• Processes upgrades and changes requested by Service Technicians.
• Provides accurate product and service information to DTD Sales and Service Technicians.
• Digital Care:
• Provides digital customer care services through social media and online applications/platforms.

What You Will Need:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1-2 years of customer service experience in the telecommunications/fiber optic industry preferred.
• ICOMs biller knowledge or experience preferred.
• Advanced customer service and time management skills.
• Excellent verbal, written, and presentation skills.
• Great organizational and interpersonal skills.
• Ability to maintain professionalism in challenging and/or changing situations.
• Ability to work independently within store settings as well as remote.
• Must be able to pass a background and drug test prior to employment. Education/Experience:
• Highschool diploma or GED required.
• Experience in the telecommunications/fiber optic industry required. Computer Skills:
• MS Office Suite: Outlook, Powerpoint, Word, Excel, OneNote.
• Software: ICOMS, Salesforce, Peakview, Ticketview, GoCare, and Front applications.

Physical Demands/Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear.
• Frequently required to sit, bend, reach, push, and pull.
• Required to use hands, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Must be able to operate office equipment including but not limited to telephone, headset, computer, and printer.
• Required to lift up to 5lbs at a given time.
• Must have reliable transportation and valid driver’s license.

Why Work at Bluepeak?

• Competitive Compensation Annual Bonus Eligibility
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
• Generous Vacation and Paid Sick Time Paid Holidays and Personal Days
• Professional Development With an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services, Including Internet
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!
  

About Us

We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.

Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.