The Bilingual Customer Service and Sales Advisor serves as part of the front line team at EPB that provides courteous, efficient, and accurate customer service. This team handles connects, disconnects, installs, removals or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc. The Bilingual Customer Service and Sales Advisor is also responsible for residential fiber optics sales, signing up new Fiber Optics customers as well as making changes to customer accounts and upselling new products or services when appropriate. The Bilingual Customer Service and Sales Advisor is also responsible for first level troubleshooting for Fiber Optics customer issues. Bilingual Customer Service and Sales Advisors are considered disaster recovery employees and, as such, are required to work periodically from home and must meet the requirements of the "Work at Home Call Center Policy."
Duties and Responsibilities
Provide effective and timely resolution of a broad range of customer inquiries and requests.
Strive for first time resolution of customer issues.
Complete on-going training to stay abreast of products, service, and policy changes.
Strike a positive and cooperative tone with both customers and coworkers.
Demonstrate best judgment in adjusting complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.
Provide customers information by accessing a variety of database systems.
Process customer payments as needed.
Work first, second or third shift, as needed, including holidays and weekends.
Must be available to work mandatory overtime when required.
Education and Experience
Associates degree or equivalent experience required.
2 plus years of related customer service experience, preferably in a call center environment.
Basic knowledge of office tools provided on each PC (Word, Excel, Access, and Powerpoint).
Working knowledge and experience in Intranet software and Microsoft.
Certifications and Other Requirements
Bilingual in English and Spanish required.
Successfully pass sales and call center pre-employment assessments.
You'll enjoy competitive compensation including an outstanding benefits and perks that fit your life, including:
Health, Dental, Vision and wellness plans for you and your family - including a free on-site health clinic and on-site exercise facilities
Educational assistance programs and programs centered on career development to help you reach your personal and career goals.
Financial savings programs that help you plan your future - 401K, Plus a Pension Program
WHO WE ARE
Recognized by J.D. Power among the best in the country for customer satisfaction four years running, EPB is one of America's largest publicly-owned energy providers. EPB is also the pioneering communications company that surprised the nation by being the first to offer gigabit speed internet services comprehensively to all residents and businesses in our market-four years before Google Fiber launched its first deployment. EPB delivers internet speeds of up to 10 gigabits per second as a standard offer to both homes and businesses along with television and telephone services.
With the fiber optic network as the communications backbone we deployed the most advanced and automated smart grid power distribution system in the U.S. As a result, EPB has become a major research partner for the U.S. Department of Energy and Oak Ridge National Laboratory for field-testing technology and best practices including the deployment of cutting-edge smart grid equipment, micro-grid control systems, integrated storage, and much more.
A GREAT PLACE TO CALL HOME
EPB is located in Chattanooga, TN, a city that Outside Magazine called the "Best Ever." Built along both sides of the Tennessee River in a valley surrounded by mountains, Chattanooga is well known for its scenic beauty and outdoor recreation along with having the world's fastest internet which earned it the name "Gig City." Chattanooga also offers award-winning, downtown living, a thriving food scene, and a surprisingly low cost of living with no state income tax. As a result, Liviability.com includes Chattanooga among its Top 100 Best Places to Live and Top 10 Downtowns.