Job Description

Job Summary

The Customer Service and Sales Advisor serves as part of the front line team at EPB that provides courteous, efficient, and accurate customer service. This team handles connects, disconnects, installs, removals, or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc. The Customer Service and Sales Advisor is also responsible for residential fiber optics sales, signing up new Fiber Optics customers as well as making changes to customer accounts and up-selling new products or services when appropriate. The Customer Service and Sales Advisor is also responsible for first-level troubleshooting for Fiber Optics customer issues. Customer Service and Sales Advisors are considered disaster recovery employees and, as such, are required to work periodically from home and must meet the requirements of the "Work at Home Call Center Policy."

Duties and Responsibilities

• Provide effective and timely resolution of a broad range of customer inquiries and requests
• Strive for first-time resolution of customer issues
• Complete on-going training to stay abreast of products, service, and policy changes
• Strike a positive and cooperative tone with both customers and coworkers
• Demonstrate best judgment in adjusting complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation
• Increase the customer experience by providing information on new products, rate plans, and services through up-selling opportunities
• Provide customers information by accessing a variety of database systems
• Process customer payments as needed
• Available to work first, second or third shift; Work overtime 70% of the time when asked
• Must be available to work mandatory overtime when required

Education and Experience

• Associates degree or equivalent experience required
• Two plus years of related customer service experience, preferably in a call center environment
• Basic knowledge of office tools provided on each PC (Word, Excel, Access, and Powerpoint)
• Working knowledge and experience in Intranet software and Microsoft

Certifications and Other Requirements

• Successfully pass sales and call center pre-employment assessments

Job Tags

Shift work, Day shift, Afternoon shift,

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