Customer Care Specialist - Operations

Customer Care Specialist – Operations

General Summary:

This position provides top-notch, professional customer sales and support for Madison Communication customers and is a primary point of contact. Sells and promotes the Madison brand of services and products to new and existing customers. Assists customers with billing inquiries, troubleshooting, disconnects, payment processing and ensures quality of completion for all services.

Essential Job Functions:

• Assists customers with billing inquiries, repair calls, service changes, service questions, and any other concerns along with completing appropriate order/request forms.

• Communicate (verbally and in writing) daily with customers and internal personnel to ensure that all company requirements are met and that the customer experience is premium from start to finish.

• Process custom requests, manage product and service audits to help with quality control.

• Review service orders to identify, track and resolve any issues before finalizing for monthly billing.

• Provisioning Madison services through service order workflow while working flexible working hours.

• Research best practices to determine appropriate course of action.

• Troubleshoot and solve customer grievances including working with other internal departments for further investigation.

• Handle disconnects and reconnects of services for customers with late payments and contact customers for delinquent payments.

• Help your team increase market share/product penetration and reduced product churn in order to assure profitable revenue generation.

• Performs all other related duties as assigned by management.*

Additional Responsibilities

• Promotes and sells services to new and existing customers. Completes credit checks on new customers as appropriate.

• Knowledge of latest advertising campaigns, special offers, and other marketing campaigns that the system provides. Ability to explain campaigns/special offers thoroughly to the customers.

• Provide quotes to customers for equipment and products available while providing support and education to customers on utilizing and adoption of latest data centric product set.

• Develops and sends correspondence to customers along with product information and references to Madison’s website. Documentation is sent via email, US Mail, or via the Billing Platform.

• Receives and processes customer payments in addition to monthly bank transactions.

*These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

Skills, Abilities and Knowledge needed to perform this job:

Proficiency in Microsoft Office Applications

Exceptional written, verbal and phone communication skills

Skill in identifying problems and finding solutions

Skill in persuasion and negotiating techniques

Strong and accurate data entry

Ability to learn new processes, tools and technologies

Willingness to engage collaboratively in a dynamic, team and service oriented environment

Ability to organize and prioritize work load, with a positive attitude, to meet deadlines

Ability to make sound decisions using information at hand

Ability to maintain confidentiality and adhere to company policies and procedures

Ability to acquire new customers and prospects

Ability to build relationships with new and existing customer base

Knowledge of telecommunications technology, products and services

Knowledge of CRM/Billing Platform

Knowledge of policies and procedures

Knowledge of marketing and sales practices, principles and latest campaigns

Education and Experience:

• High School diploma or equivalent required, Associates Degree Preferred

• Minimum 2 years of customer service and/or data entry experience in an office environment

• Telecommunications, Cable Television and/or Technical Data experience is a plus

Good working conditions with the absence of disagreeable conditions.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

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

Shift:

• Day shift

Work Location: In person

Salary : $18 - $21