General Summary:

Provide professional customer service while promoting Cornerstone Connectivity’s products and services to new and existing customers. Respond to customer questions, concerns, complaints, and service issues with accurate information and effective solutions. Maintain accurate billing records, documentation, and supporting information in the appropriate files. Process service orders, trouble reports, and daily customer communications accurately and efficiently while ensuring a positive customer experience.

Essential Job Functions:

• Processes customer service orders accurately, ensuring all required information is complete and correct. Handles new installations, service additions or removals, and changes to existing account features, products, and services as requested by the customer.
• Assists customers with billing and payment inquiries, resolves account-related concerns, and follows all established CPNI regulations and procedures to protect customer information.
• Demonstrates a strong knowledge of Cornerstone Connectivity’s products and services and can confidently explain service options, features, and benefits to customers.
• Assist customers experiencing technical issues by listening to their concerns, performing basic troubleshooting, and entering trouble tickets to ensure their issues are addressed and resolved.
• Assist customers through multiple communication channels, including phone calls, email, live chat, and social media. Return voicemail messages and respond to all customer inquiries promptly and professionally.
• Accepts applications for service. Verifies credit references of new customers. Issues service orders for all new installation, removals, calling feature changes, carrier changes, cable flagging request, etc.
• Responsible for entering service orders in the central office switching system.
• Maintains outside plant, central office, cable records.
• Prepares and posts service orders and all pertinent information necessary for plant personnel to locate and make proper installation of plant facilities on equipment.
• Keeps a daily log of reported troubles from customers and gives these reports to the repairmen. Performs dispatch duties as directed by management.
• Increases the sale and use of company equipment and services by implementing adopted marketing plan and strategies.
• Directs and performs all functions necessary in the preparation of customer telephone bills. Operates various office machines required to do the job of billing.
• Maintains billing records, documents, and other supporting information in appropriate files. Posts adjustments to customer records as prescribed.
• Receives cash and credit card payments by phone, across the counter, and drive-thru window. Balances cash drawers and credit cards and prepares deposit.
• Handles all malicious call/trap and trace issues.
• Responds to customer inquiries regarding the selection and availability of services.
• Required to work on Saturdays on a rotation basis and weekly extended hours.
• Performs all other related duties as assigned by management.

*These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

Knowledge, Skills, and Abilities:

• Knowledge of telecommunications technology, products, and services.
• Knowledge of company policies and procedures.
• Knowledge of company products and services.
• Knowledge of marketing and sales practices and principles.
• Skill in operating various office equipment such as personal computer, adding machines, various software programs including Microsoft Office, Microsoft Outlook and other business-related software, and telephone systems.
• Skill in oral and written communication.
• Skill in persuasion techniques.
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
• Ability to organize and prioritize multiple work assignments.
• Ability to make sound decisions using information at hand.

Education and Experience:

Bachelor’s degree in business or technology or related field preferred. High school diploma plus a minimum three year sales or customer service experience required.

Cornerstone Connectivity is an equal opportunity employer and provider.