Sales & Service Associate
NewWave Communications - Fairfield, CA

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NewWave Communications, a Fast Paced Cable, Internet and Telephone Company, needs Sales & Service Associate immediately for our Fairfield, IL location.

JOB SUMMARY
Under general supervision, responsible to address and resolve customer issues and complaints related to their services and products.

ESSENTIAL FUNCTIONS OF THE POSITION

• Receive inbound calls from customers regarding “trouble” with their products/ services
• Ability to up-sell existing and new customers to new products and services
• Receive telephone calls from customers to discuss billing questions & service concerns
• Converse with customers via email to discuss billing questions & 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 & courtesy
• Responsible for communicating appropriate charges for customer as determined at the time of 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
PREFERRED QUALIFICATIONS

• Ability to adhere to Local, Federal regulations and company policies
• Ability to operation office equipment such as fax machine, copier, keyboard, mouse, phone, computer
• Ability to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
• Ability to track data
• Ability to use and understand Billing systems
• Ability to work independently and follow directions related to your job with little follow-up by supervisor
• Ability to work seated for prolonged periods of time
• Customer Service experience in related field preferred
• Live within NewWave’s service area.

EOE COMPLIANT

NewWave Communications - 18 months ago - save job - block
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