CUSTOMER EXPERIENCE SPECIALIST - Work At Home!
POINT BROADBAND – BRISTOL, VA

MAKE YOUR MARK! COME JOIN A FAST-GROWING INTERNET SERVICE PROVIDER IN THE VIRGINIA / TENNESSEE REGION. FULL-TIME OPPORTUNITIES WITH COMPETITIVE COMPENSATION ARE AVAILABLE, WITH THE FLEXIBILITY TO WORK FROM HOME. STARTING PAY RANGE IS    $13 / HOUR.

AT POINT BROADBAND WE IMPROVE LIVES THROUGH FIBER TECHNOLOGY. IF YOU ARE SELF-MOTIVATED TO ACHIEVE EXCELLENCE AND YOU TAKE PRIDE IN HELPING OTHERS - OUR MISSION TO DELIVER SUPERIOR FIBER-BASED BROADBAND SOLUTIONS TO SMALL TOWN USA AND RURAL AMERICA, WITH A FOCUS ON COMMUNITY, AND BEST IN CLASS CUSTOMER SERVICE STARTS WITH YOU.

OPPORTUNITY

In this role, the successful candidate will possess excellent interpersonal / communication skills and enjoy proactive problem solving with a sense of urgency.  Self-discipline, the ability to work independently, and utilize strong technical skills while quickly learning new concepts in a fast-paced environment is critical to being successful in this role. If you enjoy building relationships and demonstrate a commitment to our core values, this is a great opportunity to use your skills to promote positive success in your life while helping others - - all while earning a great income. Become part of  dedicated team of professionals who flourish and thrive on success!

DETAILS

Point Broadband is seeking an energetic and personable professional who excels in a fast-paced environment and enjoys interacting with people. In this ground floor leadership role, you will be responsible for using proactive communication, both in person and via remote communication tools, to teach and support your team's success in providing exceptional customer service. The ability to coach, counsel, and provide constructive feedback while utilizing advanced technical troubleshooting skills will be the foundation that creates success for you and your team. In addition, experience with analyzing data, identifying performance and quality trends, developing and implementing improvement plans is preferred.

The Customer Experience Specialist (CES) provides customer support for Point Broadband customers by maintaining up-to-date knowledge of all products, procedures, and special customer incentives and/or programs. Additionally, the right candidate will explain our service offerings to potential customers and successfully convert those callers into clients. The successful candidate for this role will have a strong command of the company’s customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

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 Point Broadband 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
• Must be able to report to the office / facility each month to attend meetings, training and/or work on-site. 

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.