Customer Relations Specialist

In keeping with our mission to deliver exceptional customer service and to be the preferred provider of communications services in the areas we serve, this position supports the company mission statement by meeting the needs and expectations of the customers and management by providing high quality, reliable, timely, and accurate customers services.
This position supports the company’s customer service philosophy that distinguishes us from our
competition by providing local and personal service while providing a positive and productive work
environment, fostering trust, maintaining the highest standards of ethical conduct, and the pursuit of
continuous daily improvement. 

ESSENTIAL RESPONSIBILITIES/JOB TASKS
35% - Develops Customer Accounts on behalf of the company for the purpose of ensuring the company secures the necessary revenues to operate successfully. Tasks include selling the company’s services to customers to include but not limited to local telephone service, long distance, internet/data service, hosted PBX systems, Wi-Fi systems, etc. Performing needed assessments, developing, presenting, and closing information to customers whether it be in person and/or via phone or email. Prepare and submit accurate sales orders and schedule service installation while maintaining an elevated level of customer service. Monitored by the Customer Relations Manager through periodic meetings, reviews or reports and consideration of feedback from management.

30% - Conducts customer retention efforts for the purpose of ensuring customer retention and churn is minimized to ensure a sufficient customer base for continuing operations. Tasks include accepting incoming calls from customers, performing follow up contact with existing customers to insure they are satisfied with the quality of service they receive and to solicit referrals, assisting customer with issues and finding solutions, alerting customers to new services, etc. Monitored by the Customer Relations Manager through periodic meetings, reviews or reports and consideration of feedback from management.

25% - Provide troubleshooting to customers over the phone and in person. Tasks may include
troubleshooting router and modem issues, reading usage information and signal levels as well as assisting customer to update router passwords. Aid customers in setting up email, troubleshooting email issues, setting up email on electronic devices or computers. Escalating trouble tickets with complete and accurate information in a timely manner.

5% - Maintains product/industry knowledge for the purpose of ensuring they remain equipped to
effectively sell products and solutions to customers. Tasks may include maintaining current knowledge of company products and services, remaining knowledgeable and current on changes within the communications industry, attending seminars and training, reading trade journals, etc. Monitored by the Customer Relations Manager through periodic meetings, review or reports and consideration of feedback from management.

5% - Completes other duties assigned by the supervisor

Continually looks for new and improved ways of completing the above functions. Other tasks as assigned by manager will be performed in order to address unexpected situations or needs that may arise.

RESPONSIBILITIES:
This position requires the ability to participate as a member of a team, complete tasks as a team, and
engage in problem solving activities as a team member. Also, must relate well with others since
information has to be obtained from others. Contact at all levels of the organization, internally and
externally including customers, requiring negotiation, persuasion, and diplomacy. Participation in
strategic planning is expected annually.

LATITUDE:
Most duties are defined and consistent from day to day. Problem solving is accomplished by performer independently most of the time. Most decisions not effecting other departments can be made independently in accordance with company policy. All purchase requests are referred to manager. Makes some decisions involving write offs, waiver of charges, transactions, monetary or contractual commitments.

IMPACT OF POSITION:
Successful completion of essential job tasks ensures efficient and effective use of time and resources.
Errors are easily detected and would result in minor clerical expense for correction and are usually
detected in the next phase of operations. Errors may have significant adverse effect on external
relationships, result in moderate monetary expense, have a high probability of resulting in loss of
customers, and cause improper utilization of labor, material, or equipment. Errors could result in liability and could affect operating costs.

CUSTOMER SERVICE/INTERACTION:
Daily, weekly, and monthly phone, written, and face-to-face contact with employees within the department, other departments, and customers to exchange information and to complete job tasks

ESSENTIAL SKILLS & REQUIREMENTS:

• EDUCATION: High school diploma/GED, required; Associate Degree in General Studies, preferred
• SKILLS: Administrative, Technical, Human Relations, Conceptual, Political, Emotional Intelligence
  Writing, Oral Communication, Phone, Math, Computer, Problem Solving,
• EXPERIENCE: One to three years of Sales & Customer Service/Support Experience, preferred
• LICENSE: Valid driver’s license and a good driving record, required.
• EQUIPMENT: Multi-line phone system, computer, calculator, and other general office equipment 
• PHYSICAL: Occasional bending, carrying, squatting, twisting, and lifting up to 40lbs. independently, required; Frequent utilization of manual dexterity, sitting for extended periods of time, and visualizing of a computer screen, required
• TRAINING: Ongoing training as required by the company.
• WORK CONDITIONS: Requires the ability to work with the same clerical or technical equipment for extended periods of time in an office setting. Little flexibility in scheduling breaks and varying tasks is available.
• OTHER: Occasional travel by vehicle, required; Occasional travel by air, required; Occasional overnight travel, required; Occasional overtime, required; Occasional flexible hours, required