Job Description

Job Description

Job Description

The role
The Seasonal Customer Experience Specialist (CES) supports the Customer Experience Team by providing exceptional customer service to potential and current customers. CES's deliver friendly and informative service regarding billing questions and provide basic technical support. The work hours for this position will vary between 7:00 AM and 4:00 PM, Monday through Friday. The role is temporary, with a maximum duration of six months and a total limit of 1,000 hours.

Key Responsibilities

• Processes orders for installation, activation, discontinuance, or change in service.
• Consults with potential customers in person and by phone to understand their needs.
• Addresses complaints concerning billing or services rendered by phone, email, and in person, referring complaints to designated departments for investigation to ensure customer concerns are resolved.
• Follows up with customers after they complete service calls and/or tickets to confirm their satisfaction with the service.
• Processes payments in person and over the phone through point-of-sale and NISC software.
• Completes residential phone requests, phone porting from other carriers, and new number requests using RPX Momentum software.
• Assists with marketing materials and may attend events to promote and answer questions about product offerings.
• Takes initial commercial leads and performs a warm handoff to the Sales Engineer for further technical evaluation and solution development.
• Executes basic troubleshooting/technical support through knowledge learned on the job to guarantee customer satisfaction, escalating complicated issues to the appropriate team member.
• Runs billing reports and processes by specified dates to accurately create bills, identify delinquent accounts, and collect automatic payments.

Candidates must pass a drug screen, excluding THC.

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