Residential Customer Success Specialist

Blackfoot Telephone Cooperative Inc•Missoula, MT

5d•Onsite

About The Position

This position provides customer service to Residential subscribers existing and new. Tasks include inbound customer inquiries (phone, web, chat), customer on-boarding, confirming products based on the market, placing initial service order and following through to install, customer inquiries on accounts, transfer of liability where applicable to customer type, equipment orders, and authorized user information.

Requirements

company policies, procedures, products and services.
general office practices and procedures.
professional telephone skills.
marketing and sales practices and principles.
time management and organizational skills.
provide excellent customer service.
work in a collaborative environment with other departments and work groups.
work in a safe and effective manner.
gather and report numerical data and produce statistical reports.
operate various office equipment such as a computer, 10-key machine, copy machine, fax, etc.
tactfully work with internal staff towards the best interest of the customer and their needs.
work independently.
think analytically and be a problem solver.
communicate effectively, both in writing and in speaking, with customers, co-workers, and various business contacts in a confident, courteous and professional manner.
work completely and accurately under time constraints and deadlines.
work in a fast pace environment and prioritize multiple work assignments.
be comfortable with rapid system and process changes.

Nice To Haves

Associate’s degree or higher in related field; 2 to 4 years in a coordinator role and/or sales support role in voice/data, software, and/or a technology environment strongly preferred.

Responsibilities

Place customer service orders and account information in the current software system. Follow the order through initiation to completion working with internal departments such as Line Assignment, Technical Support, and Dispatch.
Monitor and answer web orders, chat orders, and inquiries from residential subscribers.
Demonstrate strong product knowledge to effectively guide customers toward the most suitable solutions for their specific needs.
Follow up with customers upon service completion to get feedback on service.
Perform other miscellaneous administrative duties as needed.
Perform other duties and responsibilities as required to fulfill job function or as assigned.