Customer Service and Sales Associate-Level I

Cornerstone Connectivity•Murray, KY

About The Position

The Customer Service and Sales Associate provides professional customer service while promoting Cornerstone Connectivity’s products and services to new and existing customers. The role responds to customer questions, concerns, complaints, and service issues with accurate information and effective solutions. It maintains accurate billing records, documentation, and supporting information, and processes service orders, trouble reports, and customer communications efficiently while supporting a positive customer experience. The position handles service requests such as new installations, service additions or removals, and changes to existing account features, products, and services. It assists with billing, payments, account concerns, and basic technical troubleshooting; creates trouble tickets; and supports customers across phone, email, live chat, and social media. It also prepares service-order information for plant personnel, supports marketing and sales strategies, prepares telephone bills, processes payments, balances cash and card transactions, and maintains customer records. Saturday work on a rotational basis and weekly extended hours are required.

Requirements

High school diploma.
At least three years of sales or customer service experience.
Knowledge of telecommunications technology, products, and services.
Knowledge of company policies and procedures.
Knowledge of marketing and sales practices and principles.
Proficiency operating office equipment, including a personal computer, adding machines, software such as Microsoft Office and Microsoft Outlook, other business-related software, and telephone systems.
Oral and written communication skills.
Persuasion skills.
Ability to communicate professionally and courteously with customers, coworkers, and business contacts.
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, technology, or a related field.

Responsibilities

Process customer service orders accurately, including new installations, service additions or removals, and changes to account features, products, and services.
Assist customers with billing and payment inquiries, resolve account-related concerns, and follow CPNI regulations and procedures to protect customer information.
Explain the company’s products, services, service options, features, and benefits to customers.
Listen to customers experiencing technical issues, perform basic troubleshooting, and enter trouble tickets.
Assist customers by phone, email, live chat, and social media; return voicemail messages and respond promptly and professionally to inquiries.
Prepare and post service orders and provide information plant personnel need to locate and install plant facilities on equipment.
Promote sales and use of company equipment and services by implementing adopted marketing plans and strategies.
Perform functions necessary to prepare customer telephone bills and operate required billing office machines.
Maintain billing records, documents, and supporting information in appropriate files, and post adjustments to customer records as prescribed.
Receive cash and credit card payments by phone, at the counter, and at the drive-through window; balance cash drawers and credit cards and prepare deposits.
Respond to customer inquiries about service selection and availability.
Work Saturdays on a rotating basis and weekly extended hours.
Perform other related duties as assigned by management.