Job Duties and Responsibilities:
Sales & Service
Maximizes Company revenues using appropriate sales and customer service techniques, ensuring that customers are fully informed about our full range of products. Maintains or exceeds minimum sales and service standards.
Interacts effectively with walk-in customers on a regular basis regarding service start-up, billing issues, and overall satisfaction of our products. Effectively solves customer inquiries and issues, and transitions to presenting additional cable products. Effectively demonstrates the features and benefits of Company products that are set up in the counter area.
Responds proactively to customer requests to disconnect or downgrade service with the intention of retaining the customer and is able to explain the advantages of Company Services over any other competitor in the marketplace. Processes requests if unsuccessful in retaining customer.
Processes customer payments, adjustments, payment of refunds, write-offs, and collections; balances cash drawer according to Company procedures with accuracy and timeliness.
Gathers and processes information regarding necessary repairs/work orders, or billing issues; may prepare written correspondence to customers regarding billing and service issues.
Makes collection calls and follows all collection and non-pay policies and procedures.
Coordinates and communicates with other departments and the Call Centers to ensure efficient operations and customer satisfaction.
Monitors system picture performance to verify that all channels are on the air and clear, reporting irregularities to proper personnel.
Warehouse & Dispatch
Issues and receives customer premises equipment, including maintaining inventory in a secure and orderly manner with appropriate controls as outlined in the Company’s inventory control guidelines. May prepare, issue to, and check-in equipment from field personnel and/or supplier/repair facilities, including lifting and carrying loads up to 40 lbs.
Supports service calls by determining if a field visit is required. Prioritizes importance of field service calls and may dispatch technicians accordingly. May dispatch, via mobile radio or phone, service technicians, installers and other technical persons to remedy service problems.
May prints and prepare work orders daily.
May contact customers to verify schedule date and time as necessary, reschedules missed appointments as quickly as possible at a time convenient for the customer.
Administrative
May maintain ads on local access channel.
May run and process reports and prepare correspondence.
Performs other duties as required.
Required Qualifications:
REQUIRED QUALIFICATIONS:
High school education or equivalent.
Strong verbal and written English language communication skills.
Sales and customer service experience, either demonstrated by previous Company performance (as measured by current Company standards and practices) or through similar outside experience.
Willingness to learn and promote new technologies in a rapidly evolving industry.
Good interpersonal and conversational skills, including courtesy and patience in dealing with customers and co-workers.
Knowledge of office procedures and operation of standard office machines, including typing and computers, particularly spreadsheet software and the Internet.
Preferred Qualifications:
PREFERRED QUALIFICATIONS:
Previous experience with cash handling.
Knowledge of standard bookkeeping procedures.
Knowledge of cable operations and current services.
The technical knowledge to minimize unnecessary service calls.
Training in the company’s sales and service standards and techniques, and the customer billing system is provided in the local offices.
WE ARE FULLY COMMITTED TO AND STRIVE FOR DIVERSITY IN OUR WORKPLACE AND
ENCOURAGE ALL QUALIFIED INDIVIDUALS TO APPLY.
To Apply: All resumes must be submitted as e-mail attachments
either as a Microsoft Word document or a plain text file. When applying, please
refer to the particular Job Number in the subject line of your message. Due to the
high volume of applicants, we will only contact candidates who are being considered
for an interview.
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