Customer Care Specialist
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Customer Care Specialist
Greensboro, NC, USA * High Point, NC, USA
Req #1355
Wednesday, July 13, 2022
Company Overview
Lumos is a growing fiber service provider delivering high-speed broadband internet, Wi-Fi, digital voice, streaming TV, and other hosted communications services to residential and small business customers within Virginia, as well as in North Carolina where we are known as NorthState . We currently have an expanding network of over 5,000 routes miles of fiber with robust Fiber to the Premise (FTTP) broadband expansion plans underway to accelerate serving more homes and businesses with connectivity throughout the region. Our product offering is available to nearly 200,000 addresses and growing.
We are more than your average internet company. Our customers enjoy the fastest fiber speeds available built on a network they can truly count on - all backed by local, expert customer care teams. We know that fast, reliable Internet is what our customers need to stay connected to the things that matter. That continuous connection is our commitment to our community. Lumos and NorthState are sponsored by EQT Infrastructure, one of the most successful global private equity firms in the fiber industry space.
The Position
TheCustomer Care Specialistserves customers by determining requirements, answering inquiries, resolving problems, fulfilling requests andmaintaining database; as well as, serves as Brand Ambassador to current, past and potential user base.This role will focus on the customer experience as it relates to any/all residential and business inquires, changes, adds and moves of service; with a focus on retention and revenue.This position consists of being proficient in Sales (new revenue), Retention (revenue saved) and Care (KPI's).
Duties & Responsibilities:
- Accepts both inbound and outbound calls from external and internal customers via voice, chat, email, text, and other mediums for customer service and sales related issues.
- Executes on outbound calling campaigns involving residential customers
- Learns quickly, retains and recalls product information while handling multiple priorities in a fast -paced environment
- Maintains satisfactory performance on efficiency, effectiveness, and quality metrics
- Maintains accurate and timely sales database documentation throughout all phases of the service and sales process
- Practices above average ability and accuracy in detailed work
- Meet or exceed key performance indicators (KPIs) set by manager and business unit
- Ability to identify businesses inconsistencies and/or red flags
- Adherence to regular and predictable attendance and punctuality
- Performs other duties as assigned
Qualifications
- High School Diploma, 2+ years of customer service and/or sales.
- Ability to read and comprehend instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one on one and small group situations to customers, clients and other employees of the organization.
- Experience in call center environment or face-to-face sales/customer support.
- Experience with chat, emails and telephone customer service.
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets Commitments; while demonstrating a professional and friendly demeanor.
Location:High Point, NC
Benefits: Includes Medical, Dental, and Vision insurance, 401K, Tuition Reimbursement, Gym Reimbursement, Paid vacation/holiday leave and more.
We are proud to be an
EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform
pre-employment substance abuse testing.
Other details
Job Family
Marketing and Sales
Pay Type
Hourly
Apply Now
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- Greensboro, NC, USA
- High Point, NC, USA