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Customer Solutions Specialist in Bluffton, South Carolina, US at Hargray

Date Posted: 3/5/2019

Job Snapshot

Job Description

General Description of Position:

Seek to delight our customers by providing world-class customer service and technical advice that will create Hargray customers for life. Drive in-store sales with your expertise on our latest innovative technology. Listen to customer needs and find solutions that are right for them.

Duties & Responsibilities:

  • Excite customers about current and/or new products.
  • Help customers find solutions that will meet their technology needs and budget.
  • Help customers choose what to buy and close the sale.
  • Build customer relationships by earning trust and cultivating long term loyalty.
  • Assist customers with billing, sales, and technical support issues; provide scheduling support and adjustments to accommodate customer needs and provide information from dispatch as appropriate.
  • Collaborate with peers and leaders to ensure a thorough understanding of new products and provide product feedback.
  • Participate in regular training.
  • Maintain skills necessary to access customer accounts, key in information, and input work orders and adjustments accurately, as required in the performance of assisting customers.
  • Work with customer to assess, trouble-shoot, and resolve customer troubles with voice, video, and data services, including WiFi.
  • Stay informed of all new products and services and ensure that agents are properly trained to handle questions about any of them.
  • Meet monthly sales quota.Participate in company-sponsored activities during non-business hours
  • Perform other related duties as assigned to ensure an effective operation of the department.
  • Leverage a variety of software applications to manager customer account information and diagnose and resolve technical difficulties.




Job Requirements

Minimum Qualifications:

  • Bachelor’s degree or equivalent experience.
  • Minimum of 3 years’ sales and customer service experience preferably in telecommunications and/or wireless industry.
  • Excellent customer service skills, including cashier experience.
  • Strong verbal and written communication skills required.
  • Working knowledge of cable television operations, processes and billing systems.
  • Must be a self-starter able to work without close supervision and to think independently.
  • Must have the ability to understand broadband service offerings (Cable modems, Digital Subscriber line and Fiber to the Home) and effectively communicate that technology to customers.
  • Proficient use of computer programs, including Microsoft Word, Excel, and PowerPoint.
  • Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to work in a team environment.
  • Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both verbally and in writing
  • Must be willing to work a flexible schedule including days, nights, weekends, holidays and on call.

Additional Qualifications Desired:

  • Retail Sales experience.
  • Experience in the Telecommunications industry supporting voice, data, and video services.
  • Experience diagnosing PC hardware, software, operating system and cable modem and cabling issues.
  • Familiarity with basic Telco terms and infrastructure
  • Prior call center experience highly preferred.
  • Excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC.
  • Knowledge of Service Order and Billing process.
  • Experience with different Applications Sales or upselling experience.