Team: CCS (Customer Care and Sales)
Reports to: Sales and Customer Service Manager
This position offers a competitive hourly rate along with an opportunity to earn commission based on sales performance.
Customer Solutions Specialist
CUSTOMER SOLUTIONS SPECIALIST
GENERAL SUMMARY
Outside sales representatives focus on residential customers and small- to medium-sized businesses. Products include: high-speed internet, VoIP, and other service packages. They generate leads through appointment setting, referrals, and follow-ups, serving as trusted advisors by uncovering customer needs and recommending alternative solutions. This position serves as a face-to-face liaison between Madison Communications and its clients to ensure satisfaction and meet expectations.
ESSENTIAL JOB FUNCTIONS
- Promotes and sells services to new and existing customers. 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 over the phone, in person, or email.
- Prospect business opportunities primarily through cold calls, warm leads, and in-person networking and visits.
- Develop and maintain a pipeline of qualified leads and customers.
- Assist with and organize local events, always on the lookout for community connection opportunities.
- Ability to meet established sales goals and profit objectives.
- Assists customers with new service requests, service plan changes, move orders, disconnects, 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.
- 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.
- Increase market share/product penetration and reduced product churn in order to assure profitable revenue generation.
- Completes credit checks on new customers as appropriate.
- Performs all other related duties as assigned by management. *
ADDITIONAL RESPONSIBILITIES
- Process custom requests, perform product and service audits to identify, track and resolve any issues.
- Assist customers with billing questions and issues.
- Provide follow up to ensure customer satisfaction.
- Research best practices to determine appropriate course of action.
- Develops and sends correspondence including letters, product information, welcome packets, etc.
- Receives and processes customer payments when necessary.
- Troubleshoot and solve client disputes 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.
*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
- Ability to build relationships with new and existing customer base.
- Ability to identify opportunities and close the sale efficiently.</
- Ability to overcome customer objections and negotiate to ensure profitability.
- Ability to acquire new customers and prospects.
- Ability to learn new processes, tools and technologies.
- Ability to organize and prioritize work load to meet deadlines.
- Ability to make sound decisions using information at hand.
- Ability to maintain confidentiality and adhere to company policies and procedures.
- Exceptional written, verbal and phone communication skills.
- Strong and accurate data entry skills.
- Proficiency in Microsoft Office Applications.
- 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.
- Minimum 2 years of sales, customer service and data entry experience in an office environment.
Preferred:
- Minimum 2 years of B2B outside sales experience in telecom or ISP.
- Strong knowledge of telecom products such as internet, VoIP, and networking solutions.
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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