Current Opportunities >> Customer Experience Specialist
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.

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
PHYSICAL REQUIREMENTS/CONDITIONS
  • 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
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