Customer Experience Representative

Schurz Communications • Burlington, VT

5d • Onsite

About The Position

Burlington Telecom is looking for an energetic person who is willing to work hard and grow with our company. The Customer Experience and Sales Representative will be responsible for the customer service experience related to services for video, high speed internet and telephone for residential and commercial customers. If you are looking for a place to grow and a friendly working environment, then Burlington Telecom is the place for you!

Requirements

• 3+ years of customer service, call center, or retail sales experience; telecommunications sales or MVNO/wireless experience strongly preferred
• High school diploma or GED equivalent
• Bilingual preferred
• Valid driver's license
• Willing to participate in NCTI certification/development courses and MVNO/carrier-specific product training

Nice To Haves

• Prior sales quota or wireless/MVNO product experience a plus

Responsibilities

• Ability to prioritize and organize effectively in a fast-paced sales environment
• Ability to troubleshoot basic broadband, video, and phone service issues over the phone
• Ability to use personal computer and software applications (word processing, spreadsheets, billing systems, CRM/POS platforms)
• Knowledge of basic mathematics for billing and rate plans
• Knowledge of video, broadband, phone, and mobile/MVNO wireless products and services
• Knowledge of common phone etiquette and de-escalation techniques
• Able to communicate clearly, educate customers, and promote/sell company services, including wireless/MVNO plans, devices, and bundles
• Able to work independently and plan accordingly to complete daily assignments
• Must be flexible and able to handle multiple tasks concurrently
• Adapting, learning, and delivering the best customer service our industry can give
• Sell and promote company products and services, including MVNO mobile plans, devices, and accessories
• Research customer complaints, process payments, and handle billing adjustments
• Achieve sales goals by soliciting new and/or upselling services
• Follow up on and close sales leads, including mobile line activations and porting requests
• Resolve customer account issues across wireline and wireless services
• Perform other duties as requested by supervisor
• Perform service order provisioning through multiple user interfaces, including MVNO/wireless activation systems
• Maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with customers
• Follow all safety rules and comply with company policies and specifications
• Speak and understand English language proficiently

Benefits

• Family Medical (3 plans to choose from)
• Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED