Residential Sales & Customer Service Representative
Posted
JOB SUMMARY: The Residential Sales & Customer Service Representative provides a positive company image while assisting with customer relations and sales. Answers inquiries as to type, availability, and cost of all REV services and upsells and cross sells products and services that REV offers. Retain customers by clarifying reason for disconnecting products/services. Responsible for creating and maintaining all customer accounts by initiating, updating, and completing all types of service orders.
ESSENTIAL DUTIES, FUNCTIONS & KEY ACCOUNTABILITIES: (include but are not limited to)
Level I (Duties in addition to the above)
- Maintains and retains satisfied customers
- Meets / Exceeds sales goals set by management by promoting and selling REV products and services
- Assists customers with inquiries and problems regarding service, monthly billing statements and /or payment arrangements, as well as, increase revenue by up selling and cross selling products and services the company offers
- Meets / Exceeds sales goals set by managers by promoting and selling company products & services
- Initiates, updates and completes all types of service orders regarding all products and services
- Acts as liaison between customers and other departments, such as, Installation, Marketing, Assignment, WFMC and Engineering
- Negotiates payment arrangements and processes payments
- Other duties assigned as outlined by supervisor
Level II (Duties in addition to the above)
- Mentors level I reps
- Exceeds sales goals 9 of the most recent 12 months and maintains sales performance above expectations
- Represents the Customer Service Department in special projects - including but not limited to Beta testing new technology and providing feedback to IT on system changes and process changes. Works manual updates as required to customer accounts.
Level III (Duties in addition to the above)
- Assists Sales & Customer Service Reps with questions and customer escalations
- Backs up Customer Service Rep Specialist functions
- Identifies opportunities and recommends methods to improve customer service, work processes, and financial performance
- Submits requests for audit reports when applicable
- May log into ACD system and handle customer calls when necessary
- Acts as a liaison between Sales & Customer Service Reps and other departments to accomplish tasks and meet customer expectations
- Assists customers with inquiries and problems regarding service, monthly billing statements, and/or payment arrangements; increases revenue by up-selling and cross-selling products and services the company offers
- Acts as liaison between customers and other departments (Installation, Marketing, Assignment, WFMC, and Engineering)
- Helps department and team members to meet/exceed sales goals set by management
- Special projects as outlined by supervisor
KNOWLEDGE/SKILLS:
Level I:
- Provides excellent customer service and puts customers first
- Demonstrates integrity
- Displays a passionate nature, enthusiastic attitude, and encourages others
- Takes ownership for all one does
- Exhibits the motivation to create wins for customers and entire team
- Demonstrates the drive to be the best one can be
- Actively displays a willingness to help others and go the extra mile
- Acquires/maintains UESS/Sales Certification annually (Security Systems)
- Utilizes good verbal and written communications skills
- Ability to proficiently operate personal computer equipment
- Exhibits good customer service skills
- Possesses the ability to operate all general office equipment
- Has prior sales experience
- Applies the math skills essential to accurately calculate prices and percentages, etc.
- Demonstrates the ability to maintain confidentiality
Level II (in addition to the above):
- Has not required a Personal Performance Plan (PPP) in the last 12 months for any reason
- Displays excellent customer service and communication skills
- Demonstrates a proven ability to lead others
- Utilizes excellent verbal and written communication skills
- Demonstrates the skill to build and maintain relationships both with customers and internal partners
- Demonstrates leadership skills, including but not limited to: positively influences in team settings, gains respect of one's peers, builds relationships and becomes a "peer leader", champions needed change, embraces change with enthusiasm, supports supervisor and management changes, and maintains a professional stance at all times.
- Must obtain a Rev Broadband Customer Service Excellence Certification*
EVALUATION:
Performance of this job will be evaluated in accordance with procedures established by the company.
QUALIFICATIONS & PREREQUISITES
Required:
Level I:
- Minimum of 2 years of customer service environment
- Possesses a general knowledge of the telecommunications industry (phone, internet, TV, alarm, data storage, media)
- Has reliable transportation
Level II:
- Minimum of 2 years of experience as Res Sales & Cust Service Rep I at REV
Level III:
- Minimum of 1 year of experience as Res Sales & Cust Service Rep II at Rev (must have at least one year as a level II before moving to a III)
Preferred:
- High school diploma or GED equivalency
- Prior customer service experience in the telecommunications industry
- 2 years of prior sales experience
GENERAL INFORMATION:
This job description does not restrict the company’s right to assign or reassign duties and responsibilities of this job at any time. This job description is subject to change at any time.