Retail Customer Experience Representative

Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company is seeking a Retail Customer Experience Representative to join our Customer Experience Team in SWFL and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.

Position Summary:

Exciting entry-level opportunity in a growing company! The Customer Service Representative will offer excellent customer service in one of Summit Broadband's retail storefronts. They will assist Summit Broadband customers with equipment returns, billing questions, technical inquiries, product and service sales, and other general customer support. They will be one of the first points of contact for Summit Broadband customers and will have the opportunity to positively affect customer experience. The ideal candidate demonstrates consistent proficiency in face to face communication skills including resolving customer questions, complaints and billing inquiries with utmost courtesy and professionalism. They conduct each interaction with the objective of retaining customer's business including offering additional alternative solutions where appropriate. They also should obtain a thorough knowledge of the company’s practices, operations, service offerings, and promotions after initial training period. This position may require some weekend and after-hours availability. The ideal candidate is passionate about customer service and motivated to be their personal best.

Job Description:

• Greet customers in a quick and friendly manner
• Answer customer requests by telephone or in person regarding service offerings, equipment and billing, accept and process payments. Follow up with proper internal/external documentation.
• Provide Tier 1 technical support to include basic service troubleshooting up to and including rebooting equipment.
• Improve customer retention and sales by offering programs and services to the customer.
• Follow through on customer/client requests or inquiries concerning services, products, billing, equipment, claims and work with other departments to resolve reported problems.
• Continually maintain working knowledge of all company products, services and promotions.
• Utilize billing system to initiate and complete service orders and handle customer requests.
• Maintain customer accounts and billing information accuracy with no errors.
• Maintain work with little or no supervision after sufficient training.
• Answer customer calls in a pleasant and professional manner.
• Be prompt and in attendance on each day scheduled for work.
• Respond to customer requests for information regarding billing accounts and issue credits where necessary. Utilize appropriate judgment in determining if billing adjustment ensures customer satisfaction.
• Respond to internal and external customer inquiries and requests in a timely manner.
• Initiate outbound calls to current customers to ensure customer satisfaction and sell new services.
• Maintain confidentiality of customer information.
• Maintain proper documentation in customer files and computerized records.
• Provide support to Customer Operation Admin as needed
• Practice organization and time management skills including prioritizing work and requesting additional work when appropriate.
• May be required to attain sales quota.
• Ensure workstation is maintained in a clean and professional matter.
• Must be flexible to changes in the business.
• Additional duties as assigned

Job Qualifications:

• Minimum two years previous customer service experience including promotional offerings, products, and billing.
• Minimum one year previous customer service and data entry experience with a cable, internet, and telephone provider
• High school diploma or equivalent
• At least 18 years of age
• Knowledge of the telephone, internet and cable industry and how it operates
• Typing and grammar proficiency
• Working knowledge of Windows operating system and experience with word processing and spreadsheet software
• Function as a team player in peer relationships
• Must have a clean driving record and valid driver’s license
• Must be able to pass criminal background and drug testing
• Flexibility to work mandatory overtime in order to meet business needs.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Summit Broadband is an Equal Opportunity Employer and participates in the E-Verify program.