Customer Care Representative

FOCUS Broadband•Shallotte, NC

2d•Onsite

About The Position

As a Customer Care Representative at FOCUS Broadband, you will be the liaison between FOCUS Broadband and our customers. Attention to detail and a commitment to providing the first-class customer service that FOCUS Broadband is known for will be indispensable requirements to succeed in this role. FOCUS Broadband serves the community by assisting our clients with their communications needs through our on-site call center and face-to-face in our retail stores. Other activities include credit applications and new service activation or adding services to existing accounts.

Requirements

High school diploma or GED required.
At least 6 months in a call center, customer service, or closely related field preferred.
Must maintain a clean driving record and valid license.
Position requires the ability to work within the hours of 8 am through 6 pm Monday through Saturday.
Work schedules are determined based on operational requirements and may vary by team.
Overtime may be required during peak workload periods or in response to operational demands, including weather-related events.
Customer Care Representatives may be required to work at various locations within FOCUS’s service areas.

Nice To Haves

Associate degree preferred.
Bilingual in English/Spanish is preferred.

Responsibilities

Ability to meet with new, existing, and potential customers by telephone or in one of our retail stores.
Ability to explain the details of all FOCUS Broadband products and services, including recommending specific products and services by asking appropriate questions of customers and identifying each customer’s product needs.
Performs customer verifications, including but not limited to credit checks for new customers.
Initiate service orders for new and existing customers.
Resolve customer complaints by clarifying the customer’s issue, determining the root cause, and selecting and executing the best solution to solve the customer’s problem.
Responsible for meeting or exceeding productivity measurements, including the number of customer contacts, number of service orders created, and number of product sales.
Maintains regular and timely attendance.
Performs other duties/special projects as required.
Participates on behalf of the company in community and company-sponsored activities as requested.
Attends safety meetings, completes safety trainings, and maintains a safe working environment.
Actively maintains and enhances job-related knowledge and skills through ongoing professional learning and development.