Lead Broadband Experience Consultant

Buckeye Broadband

11d

About The Position

The Lead Broadband Experience Consultant is responsible for advanced support, problem solving, escalations or tasks that are beyond the skill level of the Broadband Experience Consultant. The Lead maintains ownership of all unresolved problems referred to them. As a lead, they are expected to display leadership characteristics and work as a member of the team in a professional and timely manner as outlined by the Management Team. The Lead resolves customer escalation issues that have been forwarded to them. The Lead Broadband Experience Consultant must demonstrate a strong knowledge of the company’s practices and procedures must be able to perform the basic job duties of the Broadband Experience Consultant. The Lead must possess excellent customer service, sales, and organizational skills in their everyday work practice and must demonstrate the ability to work closely with Buckeye customers and all employees to provide excellent service to every customer. The Lead provides assistance to the staff members and assumes the leadership responsibility of the Broadband Experience Consultant department in the absence of a Supervisor The Lead Broadband Experience Consultant reports directly to the Supervisor, Retail as assigned. There are no direct reports to this position.

Requirements

High School Diploma or equivalent – required
Understanding of multiple computer operating systems i.e. Windows, iOS, Android – required
Drive to succeed in a quota-based sales environment – required
Strong communication skills and ability to relate to customer needs – required
Ability to work independently & work flexible hours – required
Demonstrated leadership abilities – required
Valid driver’s license with reliable transportation; may be required to travel to multiple retail locations regularly – required
Must be able to pass our comprehensive background and drug screen - required

Nice To Haves

1-3 year(s) sales experience – preferred

Responsibilities

Provide superior customer service with all customer interactions.
Evaluate customers’ potential product needs and make appropriate recommendations
Communicate and develop rapport with customers and other employees
Provide strong understanding and enthusiasm around technology, especially around Buckeye products and services.
Maintain detailed sales product knowledge, including information about competitor’s options
Maintain strict standards for supplying accurate information to customers regarding billing invoices, cycles, procedures and processes, products, services, and the company
Maintain strict standards for accurate completion of all assigned tasks, customer order entry, and documentation of support
Work in a fast pace, high-volume environment and, where applicable, cover multiple store locations throughout the operating area; may be asked to travel to other store or lobby locations for additional support; may be asked to come in to cover key shifts that called off
Accepting escalation from all Broadband Experience Consultants and maintaining ownership of all unresolved problems referred to them
Attending department meetings to confirm expectations & goals for the department, communicating findings to the team
Auditing and coaching of Broadband Experience Consultant’s regarding store inventory processes, equipment transactions, and payment activity with focus on maximizing the customer experience
Complete monthly reports as assigned
Managing and prioritizing projects to ensure they are completed on time
Assisting with training for all Broadband Experience Consultant employees
Walking the floor to observe the successful job performance of all staff members and bringing all deviations to the attention of a supervisor or manager
Servicing customers efficiently and thoroughly in a positive manner as outlined by the Manager, Retail
Work as a member of the team to consistently meet and, where possible, exceed the Standards of Performance and goals/tasks assigned to the retail group
Performing the job duties of a Broadband Experience Consultant as assigned
Actively pursuing the unauthorized use of our cable services
Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times
Performing any miscellaneous department duties as needed