Firefly Fiber Broadband, a Subsidiary of CVEC (Central Virginia Electric Cooperative), is looking for a qualified Customer Service Representative to join our team as we build a "world class" gigabit fiber to the home (FTTH) network in the CVEC service territory; which includes 14 counties located within Central VA, between Charlottesville and Lynchburg. Firefly Fiber Broadband is headquartered in Palmyra, VA

The CSR position communicates with Firefly Fiber Broadband internet and telephone customers and prospective customers regarding inquiries, billing and technical questions about products and services; engages in need-based selling. Ensures customer satisfaction and loyalty by assisting customers, and resolving customer requests, inquiries, and complaints. Identifies customers'high-speed data and VoIP phoneneeds and provides information, services, and proactively sells products to meet those needs. Interacts with dispatch and field operations team on network connection, service installation and in-home appointment scheduling.

Responsibilities and Essential Job Functions

• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Processes installation, service change, disconnect and trouble call work orders according to departmental policies and procedures.
• Provides dispatch desk services, such as answering initial service calls and routing service call in the software system.
• Resolves problems on the first call with a minimum of transfers by consistently improving personal technical knowledge and understanding.
• Resolves billing and payment issues
• Identifies customers' needs and interests and offers additional products and services that benefit the customer and increase customer value.
• Effectively demonstrate Firefly products and services to existing and potential customers by explaining features and benefits verses our competitors.
• Creates and keeps accurate records of customer's accounts.
• Coordinate with 3rd party technical support staff, promptly responding to service referrals via email or ticketing systems.
• Work with billing and appointment scheduling systems
• Attain monthly key performance indicators (KPIs) in sales and retention, customer satisfaction, customer experience (NPS), QA scores and schedule adherence.
• Handles sales orders and change of service requests.
• Support the Customer Experience Manager with special assigned projects, departmental goals, and maintaining a positive work environment.
• Effectively handles high volume of inbound and outbound calls and emails without sacrificing quality.

Qualifications

To perform the job successfully, an individual should have the following education, competencies, and experience:

• High School diploma or equivalent required
• Associate's or Bachelor's degree preferred
• Minimum one (1) year experience in a Customer Service or Call Center environment; familiarity with telecommunications such as cable, wireless, internet or VoIP preferred.
• Demonstrated proficiency with Microsoft Office applications, including documents, spreadsheets, presentations and online collaboration tools required.
• Familiarity with online billing or customer relationship management (CRM) systems.
• Effective communication skills and the ability to work as a team player.
• Proven ability to multi-task and plan/organize work with a high degree of accuracy with attention to detail
• Demonstrate ability to effectively deal with people in difficult or stressful situations.
• Proven ability to handle inbound and outbound calls and emails

Annual Salary Range:$40,500 - $51,000 - Based upon qualifications and experience.

CVSI Firefly Fiber Broadband offers a comprehensive benefits package which includes: Health/Dental/Vision Insurance, Life and Disability Insurances, Ele tive and Non-Elective 401k Retirement Plan; along with Generous Annual Paid Time Off.

Firefly will not discriminate against any employee or applicant for employment onthe basis of race, color, religion, sex, sexual orientation, gender identity (including gender expression), national origin, age, marital status, genetic information, pregnancy, disability, family, military or veteran status, orany other status protected by state or federal law.

*EOE/AA -Fireflyreserves the right to alter, change, modify, and/or terminate this job posting at any time without notice, or obligation, to any party.*

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://www.applicantpro.com/j/3344923-333276