Residential Customer Success Specialist

Job Description

Job Description

About Us: Blackfoot Communications reliably connects business of all sizes across the nation using the latest telecommunication technology in voice, network, and managed services. With focus on strong connections, we also provide dedicated account management with a goal to get to know our clients so we can help advise on the best solution.

What We Offer : We offer opportunities in the telecommunications and technology sectors with positions in Western Montana and Eastern Idaho. Blackfoot is proud to offer a competitive salary and a fantastic benefits package that includes; comprehensive medical benefits plan, LTD, life insurance, an outstanding retirement pension plan plus a 401k plan that includes employer match, along with other employer paid benefits. We are proud to have received awards and recognition that highlight our strong company culture. These include "Employer of Choice" from the Missoula Job Service Employer's Council, "Top Tech Employer" from the Montana High Tech Business Alliance, and the "Heart Award" from the United Way of Missoula County in recognition of our ongoing community efforts. 

Job Summary:  This position provides customer service to Residential subscribers existing and new. Tasks include inbound customer inquiries (phone, web, chat), customer on- boarding, confirming products based on the market, placing initial service order and following through to install, customer inquiries on accounts, transfer of liability where applicable to customer type, equipment orders, and authorized user information. 

Essential Job Duties and Responsibilities:

• Place customer service orders and account information in the current software system. Follow the order through initiation to completion working with internal departments such as Line Assignment, Technical Support, and Dispatch. 
• Monitor and answer web orders, chat orders, and inquiries from residential subscribers.
• Demonstrate strong product knowledge to effectively guide customers toward the most suitable solutions for their specific needs.
• Follow up with customers upon service completion to get feedback on service.
• Perform other miscellaneous administrative duties as needed.

Additional Job Duties and Responsibilities:

• Perform other duties and responsibilities as required to fulfill job function or as assigned.

Knowledge, Skills, and Abilities:

Knowledge of:

• company policies, procedures, products and services.
• general office practices and procedures.
• professional telephone skills.
• marketing and sales practices and principles.
• time management and organizational skills.
• provide excellent customer service.
• work in a collaborative environment with other departments and work groups.
• work in a safe and effective manner.

Skill to:

• gather and report numerical data and produce statistical reports.
• operate various office equipment such as a computer, 10-key machine, copy machine, fax, etc.
• tactfully work with internal staff towards the best interest of the customer and their needs.

Ability to:

• work independently.
• think analytically and be a problem solver.
• communicate effectively, both in writing and in speaking, with customers, co-workers, and various business contacts in a confident, courteous and professional manner.
• work completely and accurately under time constraints and deadlines.
• work in a fast pace environment and prioritize multiple work assignments.
• be comfortable with rapid system and process changes.
• provide excellent customer service.
• work in a collaborative environment with other departments and work groups.
• work in a safe and effective manner.

Education and Experience:

Any combination equivalent to the following education and experience that would provide the required knowledge, skills and abilities would qualify. A typical way to obtain knowledge, skills and abilities would be:

Associate’s degree or higher in related field; 2 to 4 years in a coordinator role and/or sales support role in voice/data, software, and/or a technology environment strongly preferred.

Any noted minimum or maximum years of experience should not be construed as a requirement for consideration; this information is meant to be used as a suggested guideline.