** United Communications**

** Customer Experience Specialist**

Chapel Hill, TN 37034

**JOB DESCRIPTION CUSTOMER EXPERIENCE SPECIALIST**

**SUMMARY:**

United Communications **Customer Experience Specialist** is responsible for creating an outstanding experience for new and existing customers. Armed with product and service knowledge combined with friendly local appeal, the CSS team provides customer support and technical assistance to customers in a fast-paced and energetic environment. This role will coordinate activities associated with the Net Promoter Score (NPS) survey process.

**ESSENTIAL DUTIES AND RESPONSIBILITIES:**

Duties include the following, but other duties may be assigned as required.

* Coordinate the NPS survey process and review customer responses

* Contact customers responding to the survey, gather information and work to solve customer concerns and issues

* Report survey trends and opportunities and identify process change needs

* Handle escalated customer issues and complaints

* Respond to customer inquiries with the specific goal of helping customers get what they need related to any of Uniteds products/services.

* Provide daily customer support functions including taking payments, orders for new service, and general inquiries by phone, in person, or via E-Mail.

* Provide basic technical support and troubleshooting for phone, Internet, and TV products.

* Escalate and coordinate more complicated technical issues as appropriate while ensuring customers are aware of the progress being made toward issue resolution.

* Provide customer education in the use of system and applications.

**JOB QUALIFICATION AND REQUIREMENTS:**

**Education, Experience, Training, and Licenses:**

* High School degree or equivalent.

* Experience in a customer-focused role.

* 2 or more years in a call center environment or in the telecommunications industry a plus.

* Certificate from a college or technical school a plus.

**Skills, Knowledge, and Personal Qualifications:**

* Strong interpersonal, verbal and listening skills.

* Desire for customer service, driving sales, and achieving results.

* Must possess excellent communication skills (oral and written), including the ability to effectively articulate complex products or billing arrangements with customers and colleagues.

* Must have the ability to solve customer problems with patience and a positive approach.

* Must have good organization skills.

* Must have analytical and critical thinking skills.

* Effectively handle escalated customer complaints and higher stress situations.

* Ability to promptly answer support-related emails, phone calls, and use other electronic communications.

* Flexibility and ability to work independently.

* Self-motivated, detail-oriented, and organized.

* Ability to operate office equipment, including personal computers, phone systems, and software applications.

* Demonstrate proficiency in Internet-related applications such as E-Mail clients, FTP clients, and web browsers.

* Knowledge of basic mathematics and the ability to calculate amounts such as discounts, interest, percentages, and taxes.

* Ability and interest to work in a dynamic and rapidly changing environment.

* High level of integrity and professional values.

**ABOUT UNITED COMMUNICATIONS:**

United launched high-quality telephone service for our rural Middle Tennessee communities in 1947 and has evolved to be an innovative internet service provider for consumers and businesses. Boasting the fastest internet speeds in the region as recognized by Broadband Now, United also delivers a personalized user experience with local customer service, ranking as one of the industrys best in customer satisfaction. United offers the latest technology in fiber optic, fixed wireless and DSL internet, and was one of the first companies in Tennessee to introduce a Fiber-to-the-Home product to residential customers. United has partnered with Middle Tennessee Electric Membership Corporation to extend broadband to more residents and businesses in under-connected areas.

**UNITED COMMUNICATION'S MISSION:**

We enrich our communities and the lives of our neighbors through reliable connections and passionate service.

**UNITED COMMUNICATION'S VALUES:**

* **Safety** We assure the safety of everything we do.

* **Service** We are responsive, informed, and easy to do business with.

* **United** We communicate and collaborate.

* **Integrity** We keep our promises, and do the right thing even when no one is watching.

* **Driven** We serve to win customers.