Customer Experience Specialist

Connect2First•Cabot, AR

1d•$29 - $43•Onsite

About The Position

The Customer Experience Specialist's primary objective is to achieve the highest degree of customer satisfaction by supporting both residential and business consumers with inbound sales, customer service, and technical support. This role involves ensuring each customer receives outstanding service through a friendly and positive environment, active listening to customer needs, and offering appropriate solutions. The specialist will handle customer inquiries regarding new services, serviceability, billing, and product information, as well as execute outbound calls to current or potential customers. Key responsibilities include accurately processing sales orders, maintaining up-to-date knowledge of telecommunication industry standards and company products, and meticulously entering customer information and service orders into billing and operation software. The role also requires accurate documentation of all customer interactions, assessing the need for account adjustments, and staying informed about company policies and relevant regulatory rules (e.g., PSC, FCC, CPNI). The specialist is expected to demonstrate initiative in completing departmental responsibilities during slower periods, maintain customer information confidentiality, observe safety regulations, and contribute to process improvements.

Requirements

High School Diploma or equivalent
Experience in basic office procedures is required.
Good communication skills are essential.
The ability to effectively communicate with customers is required.
Must be able to work with other personnel to support C2FI customers.
Must possess the ability to communicate effectively with customers regarding, new services, billing, complaints and inquiries.
Must be able to work with other personnel to coordinate C2FI's service to customers.
Good communications skills, both written and oral, are essential.

Nice To Haves

One year's experience working with the public is preferred.
Experience in retail or inbound sales environment or telecommunication industry is preferred.
Basic knowledge of telecommunication service offers and explanation of services available is preferred.
General navigation in Microsoft Excel, Word and Outlook preferred.
Prefer the ability to plan and organize workload efficiently, as well as work on several projects simultaneously.

Responsibilities

Ensures each customer receives outstanding customer service by providing a friendly and positive environment, a willingness to listen to the customer needs, and the ability to offer solutions to meet their needs.
Answers internal residential and small business customers' calls regarding new services, serviceability, billing, and product information.
Executes external calls to current or potential customers based on serviceability or call back needs.
Assesses the needs of inbound customers to answer questions about products and services and to provide solutions that fit customers' needs.
Timely process of sales order entry as well as any other administrative tasks associated with sales activities
Remains current with telecommunication industry standards and products offered by C2FI
Verifies and enters all customer's information and service orders accurately into required billing and operation software programs
Accurately process documentation by notating each interaction in a professional manner.
Ability to accurately assess a situation and determine if an adjustment to an account is needed and, when needed, direct adjustment to Sales and Marketing Manager
Stay informed of C2FI and FECC policies, procedures, and programs
Demonstrates initiative to complete other departmental responsibilities during slower call volume or walk-in traffic.
Maintains confidentiality and security of all customer information
Gain a working knowledge of the Arkansas Public Service Commission (PSC), Federal Communications Commission (FCC), and Customer Proprietary Network Information (CPNI) Rules of Practice and Procedures
Observe all safety rules and regulations
Recommends improvements that can be made in practices, methods and procedures
Assists with other duties as necessary or assigned