Service Center Representative

JOB SUMMARY: The Service Center Representative provides a positive company image while assisting customers, in person with the ordering of new products and services, swapping equipment, answering questions regarding their bills, and payment. Use creative negotiation and sales skills to motivate customers to retain services.

ESSENTIAL DUTIES, FUNCTIONS & KEY ACCOUNTABILITIES: (include but are not limited to)

• Assist customers (walk-in and call-in) inquiring about products and services
• Utilize sales techniques to effectively position products and solutions that meet the customer's needs and adds value
• Educates customer on product offering, including marketing campaigns and recommends both service and packages to meet the customer's needs
• Increase revenue through upselling and cross-selling products/services
• Use creative negotiation to motivate customers to continue using services according to company guidelines
• Assist customers with inquiries regarding service and monthly billing statements
• Process payments and negotiate payment arrangements
• Provision equipment based on subscriber purchases
• Maintain equipment and proper inventory levels
• Achieve monthly key performance goals; contact quality; order entry accuracy, utilization of sales techniques, sales revenue, and adherence to schedule
• Build positive working relationships with customers for repeat business
• Maintain accurate and complete customer records
• Other duties as assigned

KNOWLEDGE/SKILLS:

• Must have excellent customer service skills
• Clear and articulate communicator both verbal and written
• Must display a professional and courteous tone with customers at all times
• Must have prior sales experience
• Acquire/maintain UESS/ Sales Certification annually (Security Systems)
• Ability to proficiently operate personal computer equipment
• Knowledge of the operation of general office equipment such as copier, fax machine and calculator
• Accurate math skills essential in calculating prices and percentages, etc.
• General knowledge of the telecommunications industry (phone, internet, TV, alarm, data storage, media)

EVALUATION:


Performance of this job will be evaluated in accordance with procedures established by the company.

QUALIFICATIONS & PREREQUISITES

Required:

• Minimum of 2 years customer service experience

• Must have a valid driver's license and reliable transportation
• High School Diploma or equivalent

Preferred:

• Prior customer service experience in the communications industry

OUR EXPECTED BEHAVIORS:

Upholds and acts in accordance with REV's Guiding Principles.

GENERAL INFORMATION:

This job description does not restrict the company's right to assign or reassign duties and responsibilities of this job at any time. This job description is subject to change at any time.