Customer Support Specialist in Jacksonville, FL at Hargray

Date Posted: 5/15/2020

Job Snapshot

Job Description

General Description of Position:

The Customer Support Specialist is responsible for providing extraordinary customer service to new and existing commercial customers within an assigned Hargray Fiber market. Achieves high levels of customer satisfaction and loyalty with prompt, competent, and courteous support including, but not limited to, handling all Hargray Fiber customer service calls, move/add/change requests, billing inquiries, disputes and credits, centralized disconnects, collection activities. Qualifies and routes inbound sales calls, demonstrating knowledge of Hargray Fiber services with a customer-first demeanor and attitude.


Duties and Responsibilities:

  • Takes ownership of customer service calls by listening, analyzing, researching, and communicating internally and externally through successful resolution of issues.
  • Must become proficient in Hargray Fiber software applications to efficiently provide excellent customer service.
  • Support move/add/change requests, billing inquiries, disputes and credits, centralized disconnects, and collections in an expedient and professional manner.
  • Begins and completes job-implementation packages for the full range of products marketed by Hargray Fiber.
  • Coordinates service order activity to implement all move/add/change requests for all products marketed by Hargray Fiber.
  • Communicates and collaborates with other departments as needed to facilitate a smooth service installation of products sold.
  • Demonstrates a practical and efficient working knowledge of all of the products and services available to Hargray Fiber commercial customers.
  • Pro-actively and effectively communicates the benefits of Hargray Fiber’s products and services.
  • Provides training and knowledge assistance, as required, on the use of products and services sold to internal and external customers.
  • Keeps abreast of current industry trends and practices as they relate to customer service and makes appropriate recommendations.
  • Meets and exceeds the minimum requirements of contacting customer base.
  • Uses consultative approach to proactively communicate and guide customers through changes within Hargray Fiber’s portfolio of products and services.
  • Communicates independently, effectively, clearly, and professionally with customers, employees, supervisors and managers to establish and maintain considerate and cooperative relationships.
  • Engages with customers to ascertain customer satisfaction, answer questions or concerns, and proactively seek to maximize the quality of the customer experience.
  • Qualifies all inbound marketing calls from existing and potential customers and routes to Local Market Executive for sales follow up.
  • Enters all customer-related activity into the CRM on a daily basis.
  • Looks for opportunity to retain and grow revenue within existing customer base.
  • Focuses on proactive customer touches to discover and/or resolve potential service issues or billing related problems.
  • Partners with Sales Operations Manager to develop and maintain fully documented internal processes for all aspects of customer support in the CRM and billing system.
  • Performs other related duties as to ensure effective operation of the Sales Operations Department.


Job Requirements

Minimum Qualifications:

  • College degree or equivalent experience.
  • 4 years account management experience.
  • Ability to communicate effectively with customers, employees, and managers.
  • Excellent Customer service skills.
  • Strong attention to detail
  • Strong organizational skills
  • Strong critical thinking skills
  • Strong computer skills, including proficiency with MS Office Suite, CRM, and business phone systems.


EOE/ Disability


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  2. Customer Service Jobs