Seasonal Customer Experience Specialist

The role
The Seasonal Customer Experience Specialist (CES) supports the Customer Experience Team by providing exceptional customer service to potential and current customers. CES delivers friendly and informative service regarding billing questions and provides 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 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.

Key skills and experience required

Ability to consistently provide an exceptional customer experience

Self-motivated with the ability to multitask and shift focus quickly.

Skilled in logically working through problems

Ability to learn and grasp new concepts on the job

Ability to work independently and on a team to accomplish common goals

Capacity to establish priorities and meet deadlines

Enjoy working with a variety of people and personalities

Solid knowledge of Microsoft products and managing an email inbox

Experience

High school or college enrollment, High school diploma, or GED

Preferred 2 years of customer service experience at any level

Candidates must pass a drug screen, excluding THC.

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