Customer Service Rep

Position : Customer Service Rep

Location : CANTON, OH

Job Purpose :

This position reports to Sales and Marketing Support with a reporting responsibility to the Chief Operating Officer and is responsible for creating the advertising associated with Agile Network Builder inbound service request management and marketing campaigns. Campaigns are designed to support sales activity, customer and prospect events, products and services, brand recognition, as well as market penetration.

Essential Functions :

Respond to inbound requests for service (SR) from multiple media sources, internet, email, chat, phone conversation, voice mail. Log induvial or business SR in centralized data sources for tracking from initiation to close. Communicate with Requestor acknowledgement of SR and communicate next steps of evaluation and potential dispatch. Leverage existing tools and data sources to identify eligibility of SR initiator to receive service from Agile, subsidiary or Partner. Update SR and coordinate dispatch to Install. Track Install progress and success rate. Report weekly SR in queue, complete successfully and failure rates.

Manage sales activity to meet sales revenue objectives. Consultative position managing the retail and SMB space. Focus is primarily on retaining, up-selling the existing customer base. Win back new customers. Attain assigned sales commitment including protection of revenue base, generation of new revenues, and ensuring customer satisfaction. Prospect for opportunities via outbound telephone calls. Ensure the accurate ordering, installation of services and products for the assigned customer base. Facilitate customer bill referrals to the proper billing group. Collaborate effectively with account executives to generate sales and efficient coverage of the assigned territory. Responsible for creating and owning the ongoing relationships and managing the activity of the account team including the Sales Engineer, Implementation Specialist, Billing specialists, and Vendor Partners to deliver the complete line of voice, data, video, IP & CPE products. Resolves customer issues to ensure customer satisfaction. Responsible for territory account planning and forecasting as well as creating accurate pricing and proposals. The primary sales activity for this role will be inside sales on the telephone. Complete administrative responsibilities on time that includes customer-related functions and sales funnel management. Effectively communicate with internal and external customers to resolve customer issues and minimize complaints. Assist account executives in gathering accurate product-related information including pricing, application and proposal development Ensure accurate ordering and installation of network services and data Develop/maintain expertise on process flows and system knowledge as they become available. Ensure accurate order packages are delivered to various departments for processing.

Additional Functionality

Work with sales, marketing and social media for all targeted campaigns. Assess needs and provide creative solution options using all forms of media (ex. print, email, web, radio, TV) Take ownership for execution of campaign working with all interested parties. Establish and provide feedback and direction for the customer response interactions. . Establish clear message, vision, and customer engagement model to support business objectives. Coordinate and own all activities associated with the assigned campaigns. Work with the business and community to determine needs and drive attendance Seek feedback for continuous improvement

Education :

Two years of College or Technical School resulting in an Associate's Degree or equivalent

Relevant Work Experience :

2 to 4 years

Special Knowledge, Skills and Abilities :

Ability to lead and mentor less experienced personnel in completing sales, service, and retention oriented tasks Strong sales and customer service skills Demonstrate effective written and verbal communication skills together with problem-solving ability Ability to work in a fast-paced environment Possess excellent organization skills with attention to detail Working knowledge of company product and service offerings Working knowledge and in-depth knowledge of COCRIS and other internal systems

Supervisory Responsibility :

This position does not have any supervisory responsibilities

Work Environment :

Attendance is required in this position.

We were made aware of an employment scam in which a third-party is creating false communications under the altafiber/Agile Networks name. We want to reiterate that altafiber never seeks payment from job applicants and only reaches out from @altafiber.com or @AgileNetworks email addresses. We are encouraging applicants to apply through our website at altafiber Careers for added security.