Assists residential customers who visit a Suddenlink service counter or retail location. Takes orders for new or additional services and provides assistance with billing or service questions or problems pertaining to Suddenlink’s video, telephone, and high-speed data services. Takes payments and exchanges or issues equipment. Is expected to take care of customers’ needs, questions, or problems, while at the same time educating them and promoting Suddenlink services. Is expected to offer additional or upgraded services to customers. Reports to a Front Counter Supervisor.
Works whenever scheduled. Greets customers and assesses their needs. Accesses customer databases or other electronic files and/or paper reference material to locate customer records and research account history. Explains bills and Suddenlink policies and procedures concerning prices, billing and service. Issues credits or debits when applicable. Sells service upgrades to existing customers or acquires and enrolls new customers by assessing customer needs, demonstrating all voice, video, and data services products, and using effective sales techniques. Takes and posts customer payments. Troubleshoots service-related problems with customers; tests converter boxes. Issues, takes in, and maintains records of customer equipment such as converter boxes and remote controls. Updates customer records and documents call, action taken, and any follow-up required. Assists other customer service representatives and supervisors, as required.
Position will float between systems (Flagstaff, Sedona, and Payson) as needed. Personal vehicle is required. (Suddenlink will pay mileage for travel)
High school degree or GED equivalent. Skill in using a Windows-based PC, e-mail, and the internet. Keyboarding skills. Call center, customer service, and sales experience preferred. Spanish proficiency desirable in some locations.
Essential Job Functions:
Ability to perform repetitive motions of the wrist, hands and fingers to use a PC keyboard. Near vision acuity required for extensive use of PC, calculator, and reference materials. Willingness to work flexible shifts. Ability to communicate in person and by telephone. Ability to use a PC, calculator, fax, and other standard office equipment. Ability to work in a climate controlled, air processed environment.
Suddenlink - 18 months ago
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Cequel Communications, which operates through subsidiary Suddenlink, provides cable TV, high-speed Internet access, and phone...