Customer Service and Sales Associate-Level I

Cornerstone Connectivity•Mayfield, KY

5d•Onsite

About The Position

Provide professional customer service while promoting Cornerstone Connectivity’s products and services to new and existing customers. Respond to customer questions, concerns, complaints, and service issues with accurate information and effective solutions. Maintain accurate billing records, documentation, and supporting information in the appropriate files. Process service orders, trouble reports, and daily customer communications accurately and efficiently while ensuring a positive customer experience.

Requirements

High school diploma plus a minimum three year sales or customer service experience required.
Knowledge of telecommunications technology, products and services.
Knowledge of company policies and procedures.
Knowledge of company products and services.
Knowledge of marketing and sales practices and principles.
Skill in operating various office equipment such as personal computer, adding machines, various software programs including Microsoft Office, Microsoft Outlook and other business-related software, and telephone systems.
Skill in oral and written communication.
Skill in persuasion techniques.
Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
Ability to organize and prioritize multiple work assignments.
Ability to make sound decisions using information at hand.

Nice To Haves

Bachelor’s degree in business or technology or related field preferred.

Responsibilities

Processes customer service orders accurately, ensuring all required information is complete and correct.
Handles new installations, service additions or removals, and changes to existing account features, products, and services as requested by the customer.
Assists customers with billing and payment inquiries, resolves account-related concerns, and follows all established CPNI regulations and procedures to protect customer information.
Demonstrates a strong knowledge of Cornerstone Connectivity’s products and services and can confidently explain service options, features, and benefits to customers.
Assist customers experiencing technical issues by listening to their concerns, performing basic troubleshooting, and entering trouble tickets to ensure their issues are addressed and resolved.
Assist customers through multiple communication channels, including phone calls, email, live chat, and social media.
Return voicemail messages and respond to all customer inquiries promptly and professionally.
Accepts applications for service.
Verifies credit references of new customers.
Issue service orders for all new installation, removals, calling feature changes, carrier changes, cable flagging request, etc.
Responsible for entering service orders in the central office switching system.
Maintains outside plant, central office, cable records.
Prepares and post service orders and all pertinent information necessary for plant personnel to locate and make proper installation of plant facilities on equipment.
Keeps a daily log of reported troubles from customers and gives these reports to the repairmen.
Performs dispatch duties as directed by management.
Increases the sale and use of company equipment and services by implementing adopted marketing plan and strategies.
Direct and performs all functions necessary in the preparation of customer telephone bills.
Operates various office machines required to do the job of billing.
Maintains billing records, document and other supporting information in appropriate files.
Post adjustments to customer records as prescribed.
Receives cash and credit card payments by phone, across the counter, and drive thru window.
Balances cash drawers and credit cards and prepare deposit.
Gives intercept list of removals to central office.
Handles all malicious call/trap and trace issues.
Responds to customer inquiries regarding the selection and availability of services.
Performs all other related duties as assigned by management.