(Evansville, IN) Customer Sales and Service Representative

Closing Date: September 10, 2010

Company:	Insight Communications Florence, KY
Job Location:	Evansville, IN (Vanderburgh County)
Employment Type:	Full Time
Department:	Customer Care
Salary Range:	10.00 and up
Benefits:	Medical, dental, vision, 401K, FREE CABLE, discount on Phone and Internet + more

Description:

General Summary
Representative will listen and answer customer questions regarding cable, broadband & telephony service availability, installation, billing and programming in a friendly and professional manner. Inputting services and cross sell/up sell a full range of services in a prompt and professional manner so callers receive accurate information regarding the resolution of transactions.

Duties:

Primary Responsibilities

• Responsible for answering and handling inbound calls in a fast-paced call center environment.
• Offer and sell new services to new and existing customers who call in to inquire
• Actively listens, communicates clearly, concisely and assures customer understanding
• Must exhibit conversational tone, rapport and express empathy and apologize when necessary to deliver positive customer experience.
• Must use Insight’s call flow and scripting to Greet, Resolve billing and repair issues, sell Insight Products that customer doesn’t currently subscribe to and Close call properly.
• Must use Insight’s troubleshooting software to accurately troubleshoot video repair issues to reduce truck rolls.
• Must possess ability to navigate through multiple software and intranet sites to resolve customer issues and handle efficiently
• Ensures positive customer experience resolving basic customer cable, digital, and telephony requests, inquiries and complaints, both verbally and in writing.
• Exceed or maintain minimum department standards, i.e.: sales, monitoring, order entry
• Prepare work orders for requests after determining if field visit is required; assure appropriate follow-up procedures are followed
• Accurately document and update records in billing system
• Meet established standards within the first six months, i.e.: availability, monitoring requirements, sales goals, order entry and positive performance
• Maintain adequate attendance and adherence to Company policies and procedures
• Perform related duties as assigned or as the situation dictates

Qualifications:

Desired Qualifications
• High School Diploma or equivalent.
• Requires a minimum of 12 to 18 months Customer Service and Sales Experience
• Telephony or other communications experience preferred.
• Has the ability to retain detailed, or important, information and/or instruction.
• Excellent verbal and written communication skills with internal and external customers
• Possesses good organizing and prioritizing techniques.
• Exhibits the ability to follow direction and the ability to follow-through.
• Has PC and keyboarding experience.
• Must posses a good command of the English language, including excellent enunciation, grammar and lack of slang.
• Willingness and enthusiasm to learn and apply new sales techniques
• Detail oriented with a background in problem solving skills and the ability to multi-task in a fast paces environment
• Proficient in Windows applications, typing and internet navigation skills
• Work on assigned projects with minimum supervision

Physical Demands and Work Environment
• Will work on computers while sitting at their desk for extended periods at a time
• Physical ability to frequently use repetitive motions of the wrist, hands or fingers using the computer
• Handling on average 60+ calls per day
• Keyboarding and Computer Skills
• Fast paced environment
• Ability to multi-task
• Ability to learn new things
• Ability to adapt well to change

Hours
Monday through Friday
12pm to 9pm
Every Saturday
8am to 5pm
Every Sunday and weekday off each week

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NOTICE

Insight will only consider those applicants who meet the minimum requirements of the position.

It is Insight’s policy to seek and employ qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation, disability, or any other legally protected status. Reasonable accommodations may be made to enable individuals to perform the essential functions.

The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties and skills required of personnel in the job. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

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