Digital Support Specialist

JOB SUMMARY

This position reports directly to the Supervisor and will not have any supervisory responsibilities. Partner with internal and external customers to manage order exceptions across multiple platforms to fulfill the customer's request for services. Maximize sales opportunities by selling new and existing customers additional products and services. Meet and exceed established objectives while ensuring adherence to policies and procedures

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Handle calls from potential customers and business partners via telephone to process order entry for cable, internet, voice, and mobile services.

Responsible for adhering to company guidelines while handling calls and working tasks, in addition to adequately meeting the needs of the customer in a timely manner.

Access and correct work orders to ensure their completion are operationally sound and customers will be billed correctly for requested services.

Handle order exceptions relating to cable services, internet, phone, and ancillary products across multiple vendors and platforms.

Maximize additional revenue from customers by selling incremental products and services through use of recommended sales techniques. Identify and maximize upselling and cross selling sales opportunities.

Applies all business rules, to ensure the integrity of the work order to increase completion rates.

Responsible for documenting and sharing best practices within team and offer suggestions for improvement

Other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak, and understand English

Ability to prioritize, organize, and multitask effectively

Ability to use personal computer & multiple software applications

Ability to work independently and in a group environment

Ability to effectively address/resolve customer complaints and issues

Ability to work while seated for prolonged periods of time, taking back-to-back calls

Ability to work in an office environment, follow office and Company policies

Ability to communicate orally and in writing in a clear and straightforward and professional manner

Ability to maintain confidentiality

Required Education

High School Diploma or equivalent

Required Related Work Experience and Number of Years

Customer Service or Sales Experience - 2+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Ability to solve problems and work in fast-paced environment

Ability to communication effectively to understand the caller's needs and provide solutions.

Knowledge and execution of a consultative sales approach, including needs analysis, objection handling and effective closing

Knowledge of the cable/telephony industry - products and services

Knowledge of all four lines of business (Cable, Internet, Voice, Mobile)

Knowledge of Residential product information, packaging, pricing, and current offers

WORKING CONDITIONS

Office environment

Flexible work schedule