Frontier Communications Thousand Oaks , CA 91360
Customer Contact Sales Associate:
POSTED INTERNALLY: 8/31/2018 - 9/10/2018
LOCATION: 2560 Teller Rd, Thousand Oaks, CA 91320
UNION: CWA 9575 - VZ3 CBA 004
Serves as a principal link between the company and its high value residential customers.
Receive numerous contacts each day and ensure customer satisfaction and revenue growth through the sales of advanced products and services. Customer transactions focus on new service orders, moves and changes, but also include disconnects, billing adjustments, inquiries, arrangements, and solving customer problems.
Base pay starts at $13.31 per hour and up, commensurate with experience, with the additional potential to earn commission.
Duties include, but are not limited to, the following:
On each customer contact the associate should:
Greet the customer and respond positively.
Obtain all information necessary to address the customer's need courteously and accurately.
Ask questions and listen for cues to additional customer requirements.
Make customized service recommendations and explain how company services will benefit the customer. Quote and compute rates accurately.
Address customer concerns and objections thoroughly and politely and obtain a customer commitment.
Use judgement in negotiating customer effecting issues (due date, credit requirements, credit issuance, etc).
Summarize the contact and explain what will happen next.
Ensure customer understanding.
Express appreciation for the customer's continuing business.
Ensure orders and adjustments are accurate and complete and follow-up promptly on any commitments made during the contact.
Operate various office machines including computers, keyboards, and CRT terminals. Able to perform multiple tasks simultaneously, i.e., communications, document processing and VDT usage.
Accountable for meeting established productivity and conduct standards such as customer satisfaction, revenue generation (sales), call handling time, order quality, billing accuracy and attendance.
May be required to perform additional duties and tasks as required by the Company.
Tests Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
Experience Prefer prior Customer Contact experience.
Abilities and Skills Ability to perform several tasks simultaneously (talk, use reference materials, type, listen and anticipate customer's requirements and respond appropriately). Enjoy customer contact, sales and talking on the telephone for long periods of time. Requires patience and the ability to make decisions independently.
Participate in all available training (including formal classroom, on-the-job and coaching) and read available information to better serve the customer.