Internal Only - Customer Service and Sales Associate - Level II

Cornerstone Connectivity•Mayfield, KY

About The Position

The Customer Service and Sales Associate – Level II provides front-line customer service and sales, resolving subscriber issues and promoting services to new and existing customers in a professional, helpful, and friendly manner. The associate prepares and verifies service orders and related paperwork, maintains customer billing records and documentation, handles payments and deposits, provides Tier 1 technical support, and responds to customer inquiries through phone, email, voicemail, and other channels. The role requires accurate and timely completion of scheduled and time-sensitive work, familiarity with the iVue Service system, and adherence to company procedures. Additional duties include processing billing and customer payments, managing service disconnects and reconnects, maintaining customer and inventory databases, handling port requests, refunds, write-offs, credit bureau reporting, and customer notifications, and running audits or queries for billing and data errors. The associate coordinates inquiries and workload across sales and customer service teams, monitors communication queues, serves as a NISC liaison, and may perform other duties assigned by management. The position primarily reports to the Mayfield location and may be required to staff the Murray and Martin locations as needed. Saturday work is required on a rotating basis.

Requirements

High school diploma and at least three years of sales and customer service experience, or other relevant experience.
Knowledge of telecommunications technology, products, and services.
Knowledge of company policies and procedures and company products and services.
Knowledge of marketing and sales practices and principles.
Ability to multitask and use problem-solving skills.
Ability to organize and prioritize multiple work assignments and make sound decisions using available information.
Ability to communicate orally and in writing, and to use persuasion and listening techniques.
Ability to communicate professionally and courteously with customers, coworkers, and business contacts.
Ability to meet management-established sales goals.
Skill in using personal computers, adding machines, office equipment, Microsoft Office, Microsoft Outlook, other business software, and telephone systems.
Ability to follow safety protocols.
Ability to maintain a valid driver's license.
Availability to work rotating Saturdays and at the Murray, Mayfield, and Martin locations as needed.

Nice To Haves

Bachelor's degree in Business, Technology, or a related field.

Responsibilities

Resolve subscriber issues professionally and promptly to support high customer satisfaction.
Meet sales goals set by management and promote company services to new and existing customers.
Prepare, verify, post, and close service orders and associated paperwork accurately and in a timely manner.
Provide plant personnel with information needed to locate and install plant facilities or equipment.
Maintain billing records, documentation, and supporting information; post adjustments to customer records as prescribed.
Receive payments through phone, counter, night drop, curbside, and drive-through channels; balance cash drawers and credit cards and prepare deposits.
Complete Lifeline forms and related work according to company procedures.
Provide Tier 1 technical support using software tools, reference materials, and product knowledge.
Respond promptly to customer inquiries about service selection and availability through phone, email, voicemail, and other communication methods.
Work Saturdays on a rotating basis and staff the Murray, Mayfield, and Martin locations as needed, with Mayfield as the primary location.
Maintain the NLAD database and enter data into the Legacy Database for security service orders.
Enter and maintain inventory for items purchased for security service orders.
Perform temporary and permanent disconnects for nonpayment and process disconnects and reconnects for nonpayment.
Accept and maintain payment promises according to company policies.
Process monthly customer billing for WK&T on the 5th, 11th, 20th, and 30th, as well as prepaid billing and Ardmore billing on the 1st.
Ensure customer port requests and orders submitted by customer service representatives are confirmed and completed by the installation date.
Process EFT/ACH customer payments and the prenote process.
Use the NISC gateway to process card information for refunds or non-sufficient-funds procedures.
Process write-offs and credit bureau reporting, and issue customer notifications.
Run audits and queries to identify billing and data errors.
Act as the NISC liaison.
Respond to questions from outside sales and inside customer service sales staff.
Distribute workload from Smart Hub and website inquiries.
Monitor voicemail and email overflows and distribute them to customer service staff.
Perform other duties assigned by management.