Customer Experience Representative

JOB DESCRIPTION NO. LOR-19.1
Date Revised:
6-72-23

POSITION TITLE: CUSTOMER EXPERIENCE REPRESENTATIVE

REPORTS TO: CUSTOMER EXPERIENCE SUPERVISOR

FUNCTION: Responsible for meeting set goals in the sale of telecommunications products and services to customers, with an emphasis on door-to-door sales. Assist in the operation of the Company by interacting and providing customers with quality service and excellent support. Maintains a solid understanding of company products, services and procedures. Build relationships with customers to gain and retain customers.
This position encompasses the responsibilities of the Customer Experience
Representative with a secondary function as a Customer Service Representative.

1. TYPICAL DUTIES

A. Canvasses set zones with door-to-door and cold calling sales tactics to meet sales goals, as set by the Customer Experience Supervisor.

B. Proactively seeks potential customers to up-sell products and services.

C. Responds to customer inquiries and assists walk-in customers to determine their needs by asking open-ended, consultative questions. Determines what customers are seeking and assesses true need. Recommends services that best meet with the identified needs.
Proactively attempts to sell all services.

D. Develops sales leads on new customers using internal and external networking (Loretto
Telecom employees, existing contacts, public databases, and other resources.)

E. Maintains consistent knowledge of competitors' service offerings, prices and promotions for all service lines. Works with Customer Experience Supervisor to implement upsell functionality in billing system for various promotions.

F. Approaches each customer request as a valid need to be respectfully, creatively and thoroughly reviewed and resolved. Competently and confidently answers customer questions. Advocates the customer’s position when interacting with other company personnel.

G. Accepts applications/requests for all new company products and services. Processes change requests on all types of services offered, responds to customer inquiries on the selection and availability of all services offered, and sends all new or altered agreements and acknowledgements to the customer electronically.

H. Responsible for staying abreast of any regulation and guideline changes related to Lifeline and any applicable government or state programs as they apply to potential customers.
Assists customers with the application and verification of these programs.

I. Responsible for staying abreast of company policies, procedures, tariffs, and services and equipment that the company offers.

J. Processes payments for all account types. Balances cash drawer and prepares cash for daily deposit. Maintains accurate record of all payment transactions. Responsible for coordinating the balancing and closing of all cash batches with the Accounting Department.

K. Assists in re-connection of current subscribers disconnected for non-pay.

L. Completes monthly review of employee-initiated service orders to ensure that orders are updated prior to billing cut-off.

M. Reports on weekly sales efforts.

2. PERIODIC DUTIES

A. Responsible for opening and posting payment to customer accounts that are received by mail, night deposit, and wire transfers.

B. Assists with the presentation of customer products and services during special events such as
Community, Business Expos and Chamber of Commerce events.

C. Assists with updating balance transfers for Lifeline and ACP.

D. Assists in Med Alert product sales and trouble calls.

E. Completes requests to port telephone numbers in compliance with Local Number Portability.

F. Responsible for reporting Reassigned Number Database (RND) each month.

G. Participates in a variety of business development activities which may include customer premise visits, telephone calls and participation in networking functions.

H. Follows all operational policies and procedures. Recommends revisions to policies, procedures, and methods.

I. Assists in local technology classes hosted by Loretto Telecom to educate the public.

J. Attends training and seminars as requested.

K. Performs other duties as directed by the supervisor.

3. EQUIPMENT OPERATED

A. Operates office equipment, computer terminal, printer and personal computer.

B. Employee operates the company vehicle occasionally.

4. JOB KNOWLEDGE, TRAINING, EXPERIENCE

A. A two-year degree is required with a four-year degree being preferred; however, equivalent work experience may be considered by management in meeting the desired educational background.

B. Employee must learn to perform duties by observation and through training given by others in the specific work areas.

C. Ability to type is essential. Knowledge of accounting is desirable, and a background of computer terminals is essential.

D. Employee must be proficient with general office equipment, a Windows computer system and the following software programs: Microsoft Office (Word and Excel)

E. Strong communication skills as well as spelling, grammar and composition are required.

5. AUTHORITY

A. Employee will perform job duties with instruction and goals received from the supervisor. The duties of this position are varied but with a clear focus on sales, which require deadlines; therefore, the employee should be self-motivated to meet sales goals while performing other required duties simultaneously and to complete assignments and goals independently without continuous supervision.

B. Work is structured to allow employees to proceed with duties, working within company policies and practices.

4. PHYSICAL EFFORT

Sitting at desk usually as well as in an outside sales environment. Participation at community events may also be necessary.

5. WORKING CONDITIONS

Work is generally in an office environment. However occasional lifting and moving boxes of records is necessary.

6. REPORTING

None

7. OTHER FEATURES

A. As an initial point of contact, the employee must project a good image of the company when dealing with customers and the general public. The employee must have patience and tact in securing credit and other information from new customers. A good telephone personality is essential. Good communication skills, verbal and written are required.

B. Information obtained from customers as duties are complete must remain confidential.

C. Accuracy is required in entering computer data records when processing service orders.

D. Employee must support the policies developed by the CEO and the Board of Directors.

E. Employee must work in accordance with safe work practices at all times.

The work described above includes the overall function of the job but is not considered a detailed description of every single duty of the employee.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. Management reserves the right to change job descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities.

ADDENDUM TO
JOB DESCRIPTION

LOR-19 CUSTOMER SERVICE REPRESENTATIVE - C

PHYSICAL, SENSORY, AND ENVIRONMENTAL REQUIREMENTS TO
PERFORM ESSENTIAL JOB DUTIES

A. PHYSCAL REQUIREMENTS
1. Lifting: Minimal
2. Carrying: Minimal
3. Pushing/Pulling: Not necessary
4. Use of Equipment: Office Equipment; Personal Computer, Vehicle
5. Sitting: Continuously
6. Standing: Minimal
7. Walking: Minimal
8. Bending: Minimal
9. Stooping: Minimal
10. Crawling: Not Necessary
11. Climbing: Not Necessary
12. Reaching Above Head: Not Necessary
13. Grasping: Both Hands – Frequently
14. Fine Manipulating: Both Hands- Frequently

B. SENSORY REQUIREMENTS

1. Eyesight: a. Normal/Corrected Necessary b. Close Eye Work – Necessary

2. Hearing: a. Normal Tones – Necessary b. Soft Tones – Not Necessary

3. Distinguish Smells: Not Necessary
4. Distinguish Tastes: Not Necessary
5. Distinguish Temperature: a. By Touch- Not Necessary b. By Proximity – Not Necessary

C. ENVIRONMENTAL REQUIREMENTS

1. Exposed to Marked Changes in Temperature: Not Necessary
2. Outside Work: Not Necessary
3. Exposure to Dust, Fumes, Water, etc: Not Necessary
4. Exposure to Mechanical, Electrical and/or Chemical Hazards: Not Necessary

D. OTHER FEATURES

1. Reading, writing and math capabilities are required.
2. Excellent verbal communications skills and telephone personality is necessary.
3. Safety practices must be understood and observed.
4. A valid driver’s license is required.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Education:

• High school or equivalent (Preferred)

Ability to Relocate:

• Loretto, TN: Relocate before starting work (Required)

Work Location: In person

Salary : $15