Seek to delight our customers by providing world-class customer service and technical advice that will create Hargray customers for life. Drive in-store sales with your expertise on our latest innovative technology. Listen to customer needs and find solutions that are right for them.
Duties & Responsibilities:
Excite customers about current and/or new products.
Help customers find solutions that will meet their technology needs and budget.
Help customers choose what to buy and close the sale.
Build customer relationships by earning trust and cultivating long term loyalty.
Assist customers with billing, sales, and technical support issues; provide scheduling support and adjustments to accommodate customer needs and provide information from dispatch as appropriate.
Collaborate with peers and leaders to ensure a thorough understanding of new products and provide product feedback.
Participate in regular training.
Maintain skills necessary to access customer accounts, key in information, and input work orders and adjustments accurately, as required in the performance of assisting customers.
Work with customer to assess, trouble-shoot, and resolve customer troubles with voice, video, and data services, including WiFi.
Stay informed of all new products and services and ensure that agents are properly trained to handle questions about any of them.
Meet monthly sales quota.Participate in company-sponsored activities during non-business hours
Perform other related duties as assigned to ensure an effective operation of the department.
Leverage a variety of software applications to manager customer account information and diagnose and resolve technical difficulties.
Bachelor's degree or equivalent experience.
Minimum of 3 years' sales and customer service experience preferably in telecommunications and/or wireless industry.
Excellent customer service skills, including cashier experience.
Strong verbal and written communication skills required.
Working knowledge of cable television operations, processes and billing systems.
Must be a self-starter able to work without close supervision and to think independently.
Must have the ability to understand broadband service offerings (Cable modems, Digital Subscriber line and Fiber to the Home) and effectively communicate that technology to customers.
Proficient use of computer programs, including Microsoft Word, Excel, and PowerPoint.
Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to work in a team environment.
Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both verbally and in writing
Must be willing to work a flexible schedule including days, nights, weekends, holidays and on call.
Additional Qualifications Desired:
Retail Sales experience.
Experience in the Telecommunications industry supporting voice, data, and video services.
Experience diagnosing PC hardware, software, operating system and cable modem and cabling issues.
Familiarity with basic Telco terms and infrastructure
Prior call center experience highly preferred.
Excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC.
Knowledge of Service Order and Billing process.
Experience with different Applications Sales or upselling experience.