Team: CCS (Customer Care)
Reports to: Supervisor – Customer Operations
Customer Care Specialist – Operations
CUSTOMER CARE SPECIALIST - OPERATIONS
GENERAL SUMMARY
This position provides top-notch, professional customer sales and support for Madison Communication customers and is a primary point of contact. Sells and promotes the Madison brand of services and products to new and existing customers. Assists customers with billing inquiries, troubleshooting, disconnects, payment processing and ensures quality of completion for all services.
ESSENTIAL JOB FUNCTIONS
- Assists customers with billing inquiries, repair calls, service changes, service questions, and any other concerns along with completing appropriate order/request forms.
- Communicate (verbally and in writing) daily with customers and internal personnel to ensure that all company requirements are met and that the customer experience is premium from start to finish.
- Process custom requests, manage product and service audits to help with quality control.
- Review service orders to identify, track and resolve any issues before finalizing for monthly billing.
- Provisioning Madison services through service order workflow while working flexible working hours.
- Research best practices to determine appropriate course of action.
- Troubleshoot and solve customer grievances including working with other internal departments for further investigation.
- Handle disconnects and reconnects of services for customers with late payments and contact customers for delinquent payments.
- Help your team increase market share/product penetration and reduced product churn in order to assure profitable revenue generation.
- Performs all other related duties as assigned by management.*
ADDITIONAL RESPONSIBILITIES
- Promotes and sells services to new and existing customers. Completes credit checks on new customers as appropriate.
- Knowledge of latest advertising campaigns, special offers, and other marketing campaigns that the system provides. Ability to explain campaigns/special offers thoroughly to the customers.
- Provide quotes to customers for equipment and products available while providing support and education to customers on utilizing and adoption of latest data centric product set.
- Develops and sends correspondence to customers along with product information and references to Madison’s website. Documentation is sent via email, US Mail, or via the Billing Platform.
- Receives and processes customer payments in addition to monthly bank transactions.
*These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.
ABILITIES, SKILLS, AND KNOWLEDGE NEEDED
- Proficiency in Microsoft Office Applications
- Exceptional written, verbal and phone communication skills
- Skill in identifying problems and finding solutions
- Skill in persuasion and negotiating techniques
- Strong and accurate data entry
- Ability to learn new processes, tools and technologies
- Willingness to engage collaboratively in a dynamic, team and service oriented environment
- Ability to organize and prioritize work load, with a positive attitude, to meet deadlines
- Ability to make sound decisions using information at hand
- Ability to maintain confidentiality and adhere to company policies and procedures
- Ability to acquire new customers and prospects
- Ability to build relationships with new and existing customer base
- Knowledge of telecommunications technology, products and services
- Knowledge of CRM/Billing Platform
- Knowledge of policies and procedures
- Knowledge of marketing and sales practices, principles and latest campaigns
EDUCATION AND EXPERIENCE
- High School diploma or equivalent required, Associates Degree preferred.
- Minimum 2 years of customer service and/or data entry experience in an office environment.
- Telecommunications, Cable Television and/or Technical Data experience is a plus.
Email Us careers@gomadison.com
WHY MADISON?
Local Ownership and Operation
Madison Communications began in 1940 as a family-owned and operated local exchange carrier known as Worden Telephone Company. We’re now a full-service communications provider led by the same local family and offering High Speed Internet, HDTV, and Voice services to residential and business customers within Madison and Macoupin counties in Illinois.
Local Community Investment
We own our communications network and continue to invest locally to upgrade this infrastructure with fiber to provide our rural service area with the same technology enjoyed by big city residents. Madison Communications also generously supports local schools, charities and events.
Local and Dedicated Employer
Madison Communications employs more than 50 local, talented, and hardworking individuals that are provided with excellent ongoing training. We’re proud to be a 100% USA-based company, which means when you support us, you support your neighbors.
WHAT MADISON OFFERS
Madison Communications strives to fairly reward its hard-working and valued employees with an excellent
- Competitive base pay and sales commission programs
- Health insurance
- Dental and Vision insurance
- Life insurance
- 401(k) with company match
- Paid time off and company holidays
- Educational reimbursement
- Additional sales incentives and recognition
Madison values intellectually curious-minded professionals who are interested in aggressively learning and sharing new concepts and skills to support an independent, family-owned business in expansion opportunities and partnerships needed to effectively compete. Accordingly, consideration will be made for candidates that have business experience outside of the specifications listed above. Salary will be based on experience, skill level and education for the target position. Madison offers a generous benefits package, including medical, dental, vision coverage, and life insurance; company paid 401k program; company paid holidays; paid sick and personal time-off; and educational reimbursement.
Madison is an equal opportunity employer.
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