Lead Customer Experience Specialist

Lead Customer Experience Specialist
Bristol, VA

Summary:

This position is responsible for providing support to Supervisor and other members of the Customer Experience team.  Supports Day to day operations, customer service support for installation, service, and billing inquiries.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Trains new customer service representatives on daily tasks, processes, policies and metrics
• Stays current with all changes in CSR processing tasks and pricing changes; provides update training to other customer service representatives
• Provides day-to-day direction of team priorities and provides leadership as required
• Provides general support to the Customer Experience Supervisor
• Prioritizes workload for team when required
• Completes special projects and reports as required
• Schedule service calls in compliance with company policies
• Provides general service support and basic troubleshooting activities
• Receives and processes payments and equipment from customers
• Makes appropriate payment/equipment adjustments to billing database
• Balances daily receipts and cash drawer
• Communicates service offerings to customers and processes new installation orders, upgrades and change of service work orders into the company’s billing system
• Performs other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to multitask and prioritize work
• Must have excellent customer service skills
• Must have excellent attendance

Education/Experience:

High school diploma or equivalent is required; 2 years of customer service experience preferred.

Computer Skills:

Requires working knowledge of Microsoft office software, email and Internet; CRM experience.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to reach and hold on to items at chest level or reach above the shoulder
• Required to use close vision and be able to focus
• Required to lift up to 20 pounds and push, pull or maneuver equipment cart exceeding 100 pounds
• Must be able to work occasional overtime as required including weekends

Benefits:

Point Broadband offers competitive pay and cash bonuses in a stable and fast-growing business.

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*