Customer Experience Specialist-SMB

Customer Experience Specialists- Small Business provide potential and existing customers with exceptional services. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness. This role will provide phone/and or computer-based support to customers to help resolve product issues, answer account and billing questions, or handle customer concerns. 

Training Schedule: 9AM-5:30PM

Schedule: 10AM-6:30PM

Responsibilities: 

• Manage key SMB order stakeholders via inbound, outbound calls, and email with a goal of providing high quality concierge services expected to result in a 48% installation rate for the program
• Accurately process SMB telecom service orders through installation by ensuring:
• Correct order processing through multiple back-end ordering systems
• Outbound follow up calls to ensure order processing and troubleshooting Pre-installation email and outbound calls ensuring technical and customer readiness
• Post-install outbound calls to customer to ensure successful installation
• Provide white glove customer service & order handling through continuous customer contact and coordination between customers, local sales agents, telecom installation technicians
• Manage order and installation escalations effectively Provide SMB products and services subject matter expertise, including in depth knowledge of the SMB extended customer support processes & teams to facilitate efficient customer support and issue resolution
•  Locating/researching information, and working with other team members to resolve issues
•  Troubleshoot and resolve customer impacting issues such as, but not limited to, voice and issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, applications, provisioning and billing.
•  Provide support for products and services offered by telecommunications provider such as, but not limited to, configuration of provided software and applications.
•  Resolve issues resulting from direct inbound customer calls, transferred callers, trouble tickets, or escalations.
•  Utilize various systems and tools to initiate, assist and service customers.
•  Identify, track and trend issues
•  Continually maintain working knowledge of all company products and services.
•  Must remain proficient in all portal navigations (be able to point customer to area for self-servicing).
•  Meet Quality Assurance Requirements and other key performance metrics, including attendance, survey metrics, and AHT (average handle time)

Customer Service Skills:

•  Basic customer service soft skills to consistently build and maintain quality customer relations 
•  Excellent verbal and written communication skills 
•  Basic critical thinking skills 
•  Ability to read, follow directions, and apply logical steps to finding resolution for customer issues 
•  Ability to answer inbound calls or generate outbound calls in some cases to follow up on orders 
•  Ability to suggest products and/or services to customers based on their request or needs 
•  Ability to interact with customers in a friendly and courteous manner. 
•  Ability to remain calm and composed in a fast-paced working environment 
•  Ability to follow all prompts from call management system to provide the appropriate customer service. 
•  Must be detail oriented, organized, flexible and able to multi-task

Additional Requirements: 

•  High School Diploma/GED required
•  Minimum 1-2 years of data entry experience
•  Minimum 1-2 years of previous chat or billing experience
•  MS Office Experience
•  Above average typing/computer skills
•  Ability to multitask across multiple systems
•  Must be able to work well independently and drive your own performance
•  Good attendance and punctuality are a must! If time is missed, it is expected to make up as many hours as possible in the same week (within the normal hours of operation)
•  Exceptional reading comprehension
•  Excellent grammar, spelling, and punctuation
•  An understandable and straightforward communication style
•  Ability to learn and navigate new software quickly
•  Excellent interpersonal, written, and oral communication skills
•  Sentiment and fast problem analysis, skilled at asking probing questions to resolve issues
•  Strong work ethic, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
•  Open Schedule Availability depending on departmental needs