Customer Experience Specialist
Summary
Title: | Customer Experience Specialist |
---|---|
ID: | 1007 |
Department: | Corp Customer Exp |
Location: | Duffield, VA |
Description
Customer Experience Specialist
Duffield, VA
The Customer Experience Specialist (CES) provides customer support for Sunset Digital customers by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs.
Duffield, VA
The Customer Experience Specialist (CES) provides customer support for Sunset Digital customers by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide superior customer service to incoming customer inquires
- Assist customers with billing features, service, and/or products
- Sell products and services
- Provide basic troubleshooting for service issues and/or outages
- Process customer requests such as new installations, scheduling, adding features, disconnecting service, transferring of service, etc.
- Adjust customer billing accounts as necessary
- Ensure customer requests are completed on first call
- Ability to work cooperatively with supervisors, co-workers, and customers
- Ability to work in an agile environment
- Ability to multi-task, prioritize and manage time effectively
- Ability to follow policies and rules of the company
- Regular predictable attendance required
- Assist other Customer Service Representatives with questions
- Flexible to work evenings and some Saturdays
- Other duties performed as assigned
COMPETENCIES
- Analytical - Synthesizes complex or diverse information; Collects and researches data
- Design – Demonstrates attention to detail
- Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully
- Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality
- Oral Communication – Listens and gets clarification; Responds well to questions
- Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information
QUALIFICATIONS AND EXPERIENCE
- High School Diploma or GED required
- At least two years of work experience. Previous customer service and/or call center experience preferred
- Strong communications and phone skills, interpersonal skills, basic computer skills, problem-solving skills
- Microsoft Office Suite, Google Earth
- Commitment to Sunset Digital Value System, honesty, integrity, and a strong work ethic
- Required to regularly sit for long periods, stand/walk occasionally
- Speak, hear normal conversation and telephone ring tones
- Operate a computer and other office equipment
- Reach with hands/arms frequently at or below chest height and occasionally overhead
- Must have adequate close vision for reading and computer work
LIMITATIONS AND DISCLAIMER
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of responsibilities, duties and skill required for the position.
This opening is closed and is no longer accepting applications