Tri-County EMC: Customer Success Representative
Company: Tri-County EMC
Posted on: June 12, 2021
Tri-County Service Center, Inc.Gray, GAPOSITION DESCRIPTIONI.
POSITION IDENTIFICATIONA. Position Title: C. Date: April 26,
2021II. OBJECTIVESA. Objectives Common to All Employees1. Promote
the sale and delivery of fiber-to-the-home broadband internetand
VOIP telephone service to the community, acting as a
brandambassador, responsible corporate citizen, and representative
of theorganization to the communities served by Tri-County Service
Center,Inc. dba as Tri-CoGo.2. Safety Responsible for the knowledge
of and abiding by the Board ofDirectors approved Georgia EMC Safety
Operations Manual.B. Objectives Unique to This PositionThe supports
all aspects of thesubscriber experience, including but not limited
to account initiation,scheduling of installations, provisioning,
first-tier technical assistance,billing, and providing outstanding
service for a high level of subscribersatisfaction. The promotes
positivepublic relations through knowledgeable, responsive, and
courteousinteractions with current and potential subscribers,
contractors, vendors,and the general public.III. AUTHORITIES,
ACCOUNTABILITIES, AND REQUIREMENTSA. Reports to COO or DesigneeB.
Supervision: NoneC. Accountability: Accountable to supervisor for
the proper and completeperformance of job duties.IV. FUNCTIONS1.
Communicate with internet and telephone customers and prospective
customersregarding service inquiries, eligibility, billing
inquiries, and technical questionsabout products and services.2.
Engage in need-based selling. Identify customers & high-speed data
and VoIPthe phone needs and provides information, services, and
proactively sells products tomeet those needs, providing benefit to
the customer and increasing customervalue.3. Provide first-level
technical support and troubleshooting to subscribers usingsoftware
troubleshooting tools including equipment management software and
thecompanys network tools and appropriately escalate technical
support issues.4. Maintain accurate and complete customer records
in a timely fashion includingbut not limited to contact tracking
records, notes, and set upand provisioning ofaccounts,
addresses,billing, collections, outages, and related procedures to
ensuregenerationof appropriate records, correspondence, and service
orders foreffective work management.5. Promote a positive
subscriber experience through ongoing and
communication.6. Working individually and as a team member, attain
monthly key performanceindicators (KPIs) in sales and retention,
customer satisfaction, customerexperience, and other metrics.7.
Perform outbound calling to support the sales of internet and phone
products tocustomers as directed.8. Attend community and
promotional events asdirected by the COO or theirdesignee.9. Take
personal responsibility for ongoing learning and consistent
application ofknowledge and understanding of corporate policies.
Participate in routine trainingon network platforms and business
support systems and other topics necessary toprovide exceptional
customer service.10. Staffing of call center may be required after
hours during major outages.11. Promote and maintain a safe working
environment, observing all safety rules.12. Perform all other
duties as may be assigned by the COO or designee.Tri-County Service
Center, Inc.Gray, GAPOSITION SPECIFICATIONI. POSITION
IDENTIFICATIONA. Position Title: C. Date Revised: April 26, 2021II.
MINIMUM QUALIFICATIONS1. High school diploma or equivalent
required.2. Previous customer service and/or technical support
experience.3. Proven ability to multi-task and plan/organize work
to meet deadlines, all witha high degree of accuracy with attention
to detail.4. Strong analytical and critical thinking skills with a
demonstrated problem-solving abilities.5. Strong written and oral
communication skills and the ability to work as a teamplayer.6.
Understanding and appreciation of technology and telecommunications
alongwith general computer skills and proficiency in using standard
officeequipment.7. The ability to effectively deal with people in
difficult or stressful situations.III. PREFERRED QUALIFICATIONS1.
An associates degree in business or information technology, or a
related field.2. Experience in an internet service provider (ISP)
setting, preferably in aposition providing direct customer
interaction.3. Familiarity with telecommunications technologies
such as cable, wireless,internet or VoIP.4. Familiarity with online
billing or customer relationship management (CRM)systems.IV.
COMMUNICATION REQUIREMENTS.V. EXEMPT STATUSThis position is subject
to overtime pay according to the Fair Labor StandardsAct. Overtime
may be required.VI. POSITION LEVELVIII. WORKING CONDITIONSA. 95% in
Office5% Outside Traveling within TerritoryA. Physical Requirements
(Approximate)5% Walking5% Standing90% Sitting Computer Terminal5%
Lifting (Maximum 40 pounds, unassisted)5% Pulling and PushingC.
Operation of Vehicles and Electronic Equipment.D. No Exposure to
Hazardous Conditionsrecblid t81o3t5irvf0bd50nn1nt8ukzoz1m5
Keywords: Tri-County EMC, Macon , Tri-County EMC: Customer Success Representative, Other , Gray, Georgia
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