Customer Experience Specialist

Position Summary

This is a hands-on, full-time position with day-to-day duties that include handling everything from basic customer services, to technical questions about our products and equipment, addressing billing issues, promoting and selling new products and services, and creating conversations that place our customers at the center of our business. Support customers by providing helpful information and answering questions to improve the customer experience.

Essential Duties and Responsibilites

• Interact with customers seeking to establish telephone and/or internet service via phone, online and walk ins.
• Accurately enter the appropriate service order or trouble ticket report and assist and resolve customer complaints.
• Provide Tier 1 Customer Support.
  • Troubleshoot internet and telephone issues and provide solutions to the customer utilizing the resources provided.
  • Troubleshoot technical problems related to equipment inside the customer's home.
• Adapt to current technology needs and best practices by attending trainings and participating in monthly CSR meeting.
• Perform outbound customer service calls to market SCTelcom's products and services to improve customer experience.
• Answer billing inquiries.
• Assist with other duties as assigned.

Specialized Skills

• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
• Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Ability to work independently but seeks leadership support when necessary.
• Must have a valid driver's license with a clean driving record.
• Being bilingual is a plus but not required.
• Participate in a rotating On-Call Schedule.