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Tri-County EMC: Customer Success Representative

Company: Tri-County EMC
Location: Gray
Posted on: June 12, 2021

Job Description:

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 effectiveemployee/subscriber/contractor/vendor/partner 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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