Customer Service Support Specialist - Sanford, FL at WOW!

Job Description

WOW! is one of the nation's leading brands in keeping our world connected through broadband. We don't just want people to use our services, we want them to enjoy every WOW! moment. We thrive on our core values of respect, integrity, spirit of service, and accountability. Every interaction with our customers should be guided by these 4 values. Are you ready to join our team and culture?

You could be a part-owner of WOW!
Every person hired into a full-time position at WOW! is eligible to have real, tangible, and potentially very rewarding ownership in WOW! and its future. With the award of a one-time restricted stock grant ranging from $3,000 - $7,500 (depending on the position), when the price of WOW!’s stock increases, so does the value of your shares! Ask your recruiter for more details!

About the role:

This front desk position is responsible to apply customer service relationship skills and technical product and service knowledge, to contact customers, isolate and resolve technical issues for purposes of eliminating the need for a technician visit. This position is also responsible for payment and equipment processing and customer service support for installation, service, sales and billing inquiries to customers.

What you'll be doing:

• Essential duties and responsibilities for this customer service role include but are not limited to those listed below:

• Ability to maintain expert-level knowledge of our products and services; and strong, current understanding of current processes and procedures

• Conduct outbound calls to customers, review account comments, gather customer information and interpret, analyze and troubleshoot customer concerns in relation to internet, phone and video, to resolve in lieu of the technician visit.

• Schedules service calls in compliance with company policies

• Maintains data tracking and reporting, to include the ability to interpret and communicate trends

• Based on outbound call process and quality results, proactively identifies patterns and trends, making recommendations to management team regarding solutions

• Communicates service offerings to customers and processes new installation orders, upgrades and change of service work orders into the company’s billing system

• Provides prompt, polite and professional assistance to customers and including escalation procedures when necessary.

• Makes appropriate payment/equipment adjustments to billing database

• May train new Customer Service Support Specialists on daily tasks, ICOMS, processes, policies and metrics

• Receives and manages the process of field collections from contractors and customers

• Provides general support to the Leadership including processing of contractor billing audits from collection partners

• May provide day-to-day direction of team priorities and provides leadership as required in absence of supervisor

• May process internal Just Ask Incentives for the market

• Consistently completes assigned work (daily, weekly, monthly), adjusting to multiple demands and shifting priorities

• Maintains open communication with all staff, including management, contractors, field and office personnel.

• Routes incoming mail to appropriate employee, prepares outgoing mail and correspondence including e-mail, faxes and express packages.

• Performs other projects and duties as assigned

What you'll bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to multitask and prioritize work

• Must have excellent customer service skills

Education/Experience:

High school diploma or equivalent is required; 1 year of customer service experience preferred

Computer Skills:

Requires working knowledge of GSuite applications, email and Internet; basic knowledge of billing system preferred.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• regularly required to talk and hear

• required to use hands to type, handle objects and paperwork

• required to reach and hold on to items at chest level or reach above the shoulder

• required to use close vision and be able to focus

• required to lift up to 20 pounds and push, pull or maneuver equipment cart exceeding 100 pounds

• must be able to work occasional overtime as required including weekends

WOW! offers a generous benefits package including:

• Medical, dental, and vision insurance

• 401k with a company match

• Paid time off and paid holidays

• Tuition reimbursement

WOW! also offers significant discounts on broadband packages for employees residing in our service areas.

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran