Customer Care Representative - Full-Time

Description

Job Summary:

FOCUS Broadband seeks a client-focused Full-Time Customer Care Representative to join our talented team. 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.

This position includes 6-8 weeks of paid training, which will take place in Leland, NC (1201 Dickinson Drive), followed by additional in-store training. This position requires flexibility to work during any hours of operation (8 am-6 pm Monday-Saturday). While the position is based primarily in our Shallotte, NC, location, there could be a temporary assignment to our Whiteville, Leland, or Sunset Beach locations.

Requirements

• Ability to meet with new, existing, and potential customers by telephone or in one of our retail stores.
• Knowledge to explain the details of all FOCUS Broadband products and services. Including the ability to recommend 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.

Required Qualifications:

• A High School diploma is required.
• Bilingual in English/Spanish is a plus.
• At least 6 months in a call center, customer service, or closely related field.
• Must maintain a clean driving record and valid license.

Who is FOCUS Broadband?

FOCUS Broadband is North Carolina’s largest communications cooperative. Formerly known as ATMC, our humble roots began in 1955 when residents banded together to bring telephone service to Brunswick County for the first time. Today, our team provides high-speed fiber optic internet, Merge TV, Wireless Security, and more.

FOCUS Broadband is proud of our history and reputation for putting our customers first. FOCUS Broadband has built its reputation on providing award-winning customer service combined with outstanding technology. We are currently building a next-generation, 100% fiber-optic network in Brunswick County with planned expansions into portions of Duplin, Columbus, Pender, and Robeson Counties.

As employees at FOCUS Broadband, our team enjoys rewarding, challenging, and exciting careers. Though we number more than 300 employees, FOCUS Broadband maintains a small company feel by letting employees know they are appreciated, valued, and recognized. Our team enjoys competitive earnings and excellent benefits, including a 401k with a company match with an additional company contribution to the 401k, an on-site clinic, a lucrative wellness program, tuition reimbursement to help with career advancement, and much more. FOCUS Broadband is a “Local Company with Local Priorities.”

FOCUS Broadband Benefits:

• Competitive Salaries
• 401k company contributed plus tiered match
• Employer-paid premiums for Medical, Dental, and Vision coverage for employees
• Employer-paid Short-Term and Long-term Disability coverage.
• Employer-paid AD&D (Accidental Death & Dismemberment) and Term-life.
• On-Site Clinic: available Monday-Friday
• Wellness Bonus Program - including Gym Reimbursement
• Tuition Reimbursement
• Generous PTO & Paid Holidays