CUSTOMER CARE SPECIALIST

Company Overview

We're Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia. We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That's why we're building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things- the future. Because whatever the future holds, we make if faster.

We are more than your average internet company. Our customers enjoy the fastest fiber speeds available built on a network they can truly count on - all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community.

The Position

Serves customers by determining requirements, answering inquiries, resolving problems, fulfilling requests and maintaining database; as well as, serves as Brand Ambassador to current, past and potential user base. This role will focus on the customer experience as it relates to any/all residential and business inquires, changes, adds, and moves of service; with a focus on retention and revenue. This position consists of being proficient in Sales (new revenue), Retention (revenue saved) and Care (KPI's).

Duties & Responsibilities:

• Accepts both inbound and outbound calls from external and internal customers via voice, chat, email, text, and other mediums for customer service and sales related issues.
• Executes on outbound calling campaigns involving residential customers
• Learns quickly, retains and recalls product information while handling multiple priorities in a fast -paced environment
• Maintains satisfactory performance on efficiency, effectiveness, and quality metrics
• Maintains accurate and timely sales database documentation throughout all phases of the service and sales process
• Practices above average ability and accuracy in detailed work
• Meet or exceed key performance indicators (KPIs) set by manager and business unit
• Ability to identify businesses inconsistencies and/or red flags
• Adherence to regular and predictable attendance and punctuality
• Performs other duties as assigned

Qualifications

• Education: High School Diploma, 2 years of customer service and/or sales.
• Experience:

• Language Skills - Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one on one and small group situations to customers, clients and other employees of the organization.
• Mathematical Ability - Ability to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
• Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills - Contact Management Systems, Spreadsheet Software, and Word Processing (Microsoft Office) Software, Data Entry, Payroll systems, and Order Processing Systems.

• Preferred Skills & Qualifications:
• Experience in call center environment or face-to-face sales/customer support.
• Experience with Chat, emails and telephone customer service.
• Previous Experience in Customer Service and Sales required.
• Strong interpersonal and problem solving skills are required.
• Key Competencies: Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets Commitments; while demonstrating a professional and friendly demeanor.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off and 12 Paid Holidays / Personal Days.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life's challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.