Customer Service and Sales Advisor Trainee

EPB•Chattanooga, TN

62d

About The Position

The Customer Service and Sales Advisor Trainee is responsible for providing exceptional customer service while learning the skills necessary to become a fully-trained Customer Service and Sales Advisor. The trainee will progress through various phases of training, gaining proficiency in systems, basic skills, complex orders, product positioning, and handling customer calls.

Requirements

High school diploma or equivalent is preferred, but relevant experience will be considered.
Previous customer service experience and/or training.
Basic knowledge of office tools provided on each PC (Word, Excel, Access, and Powerpoint).
Working knowledge and experience in Intranet software and Microsoft.
Successfully pass sales and call center pre-employment assessments.
Excellent written, verbal, and listening skills.
Ability to adjust to changing situations and work effectively in a dynamic environment.

Responsibilities

Learn basic systems and skills related to customer accounts, outages, payments, and service reconnections.
Develop a strong understanding of company policies and procedures.
Participate in limited phone training to familiarize with customer interactions.
Acquire in-depth knowledge of complex electric and fiber orders.
Receive training on product positioning and sales techniques.
Continue with limited phone training to enhance customer service skills.
Begin taking calls full-time under direct coaching and supervision.
Apply learned skills to provide effective customer service and support.
Receive ongoing feedback and coaching to improve performance.
Move to the call center floor to work a typical shift as a Customer Service and Sales Advisor.
Apply all acquired skills and knowledge to deliver exceptional customer service and drive sales.
Successfully complete the trial employment period to transition into the permanent role.
May perform other duties as assigned.
All employees, pursuant to their job duties, should demonstrate the behaviors of Professional Empowerment and comply with all EPB policies, standards, and guidelines.