Customer Service Representative/Retail

JOB SUMMARY

• The Broadband Experience Consultant is responsible for promoting and selling Buckeye products and services to both new and existing customers while engaging them in an interactive retail store location and communicates effectively with customers to inform them of the features, benefits, and use of all products and services Buckeye offers
• The Broadband Experience Consultant provides a focused needs analysis that allows the consultant to advise Buckeye customers on their purchasing decisions with recommendations of technology solutions and collaborates, thoroughly educates, and demonstrates the advantages of the customer’s recommended package while they are inside the Buckeye store
• The Broadband Experience Consultant maintains a strong customer focus on and off the sales floor which allows the consultant to transform all interactions into positive customer experiences andis a brand advocate that promotes all of Buckeye’s products and services while staying educated on the competition within the market place
• The Broadband Experience Consultant isa team player who builds relationships with other employees and customers while balancing the needs of our customers, our co-workers, and Buckeye Broadband
• The Broadband Experience Consultant reports directly to the assigned Supervisor, Broadband Experience. There are no direct reports to this position

ESSENTIALJOB FUNCTIONS

The Broadband Experience Consultant:

• Provide superior customer service with all customer interactions. Evaluate customers’ potential product needs and make appropriate recommendations; Communicate and develop rapport with customers and other employees;
• Provide strong understanding and enthusiasm around technology, especially around Buckeye products and services. Maintain detailed sales product knowledge, including information about competitor’s options;
• Strict standards for supplying accurate information to customers regarding billing invoices, cycles, procedures and processes, products, services, and the company;
• Maintain strict standards for accurate completion of all assigned tasks, customer order entry, and documentation of support;
• Work in a fast pace, high-volume environment and, where applicable, cover multiple store locations throughout the operating area; may be asked to travel to other store or lobby locations for additional support;
• Own issue resolution through collaboration with customer operations management, customer follow-up, along with warm hand-offs to other departments and Buckeye related companies when necessary;
• 100% accuracy in verifying field appointment times with customers; rescheduling field appointments as requested by a customer;
• Manage store inventory, process equipment transactions, and handle high volumes of cash and other payment activity with focus on maximizing the customer experience;
• Servicing customers efficiently and thoroughly in a positive manner as outlined by the Management Team;
• Using the PC workstation and/or tablet to access customers’ accounts in order to assist customers with their needs;
• Insuring the confidentiality of all customer information;
• Actively promoting the sales and retention of the Company’s services to our customers and co-workers to achieve an above average sales performance monthly; Working with other team members to help reach store goals
• Actively pursuing the unauthorized use of the Company’s products and services;
• Meeting the standards set forth by the management;
• Attendance at monthly department trainings and team meetings as assigned by the Management Team;
• Accurately using ADP and following appropriate protocol when late for work as outlined in the attendance procedure;
• Keep the store neat and organized; Data Entry tasks as assigned; Performing any miscellaneous departmental duties as needed;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines, at all times

JOB REQUIREMENTS

Education and Experience

• High School Diploma or equivalent – required
• Understanding of multiple computer operating systems i.e. Windows, iOS, Android – required
• Drive to succeed in a quota-based sales environment – required
• Strong communication skills and ability to relate to customer needs – required
• Ability to work independently & work flexible hours – required
• 1-3 year(s) sales experience – preferred

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