Sales and Service Associate

Job Details

Newwave Communications

POSITION DESCRIPTION

POSITION TITLE:                 Sales and Service Associate

PURPOSE OF POSITION:  

Under general supervision, responsible to address and resolve customer issues and complaints related to their services and products in a manner consistent with NewWave Communications policies and procedures, quality standards, customer needs, and applicable local, state and federal regulations.

ESSENTIAL FUNCTIONS:

• Receive inbound calls from customers regarding products and services issues.
• Ability to up-sell existing and new customers to new products and services.
• Receive telephone calls from customers to discuss billing questions and service concerns.
• Converse with customers via email to discuss billing questions and service concerns.
• Place telephone calls to customers to resolve non-payment of bills.
• Identify and escalate issues that could place a customer at risk of disconnecting.
• Assess customer needs and promote cable, high speed internet and phone services to existing and new customers with tact and courtesy.
• Communicate appropriate charges for customer as determined at the time of the call.
• Meet or exceed monthly performance metrics:
  • Consultative Customer Service Sales
  • Customer Experience Call Handling Skills
  • Telephone Productivity
  • Work Order Accuracy
  • Adherence to Schedule
  • Attendance
• Perform other duties as required.

NEWWAVE COMMUNICATIONS IS AN EQUAL OPPORTUNITY EMPLOYER

WE SUPPORT A DRUG FREE AND SAFE WORKING ENVIRONMENT.

This job description is not intended to be all-inclusive, and employee may also perform other reasonably related business duties as assigned by the supervisor and other management as required.  Newwave Communications may need to revise or change job duties as the need arises.  This job description does not constitute a written or implied contract of employment.

www.newwavecom.com

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