What are the responsibilities and job description for the Customer Experience Specialist, Broadband Solutions position at FOCUS Broadband?
Job Description
As a Customer Experience Specialist, Broadband Solutions, you will be responsible for guiding our customer service experience by assisting customers through installs, repairs, and technical troubleshooting while booking on-site maintenance if needed. You will work closely with our team to process service orders, dispatch trouble reports, receive incoming customer and co-worker trouble calls, and troubleshoot each repair call before dispatching to field technicians.
Key responsibilities include:
- Providing exceptional customer service and resolving customer complaints in a timely and professional manner
- Assisting customers with installs, repairs, and technical troubleshooting, including booking on-site maintenance if needed
- Processing service orders, dispatching trouble reports, and receiving incoming customer and co-worker trouble calls
- Troubleshooting each repair call before dispatching to field technicians
- Working closely with our team to ensure seamless communication and collaboration
