Customer Experience Representative

Burlington Telecom is looking for an energetic person who is willing to work hard and grow with our company. The Customer Experience and Sales Representative will be responsible for the customer service experience related to services for video, high speed internet and telephone for residential and commercial customers. If you are looking for a place to grow and a friendly working environment, then Burlington Telecom is the place for you!

Job Type: Full-time

Rate: $21.00-23.00/hr. plus commissions and overtime pay if applicable


Location: Onsite in our Burlington or Essex Office

Responsibilities Include:

• Ability to prioritize and organize effectively in a fast-paced sales environment
• Ability to troubleshoot basic broadband, video, and phone service issues over the phone
• Ability to use personal computer and software applications (word processing, spreadsheets, billing systems, CRM/POS platforms)
• Knowledge of basic mathematics for billing and rate plans
• Knowledge of video, broadband, phone, and mobile/MVNO wireless products and services
• Knowledge of common phone etiquette and de-escalation techniques
• Able to communicate clearly, educate customers, and promote/sell company services, including wireless/MVNO plans, devices, and bundles
• Able to work independently and plan accordingly to complete daily assignments
• Must be flexible and able to handle multiple tasks concurrently
• Adapting, learning, and delivering the best customer service our industry can give
• Sell and promote company products and services, including MVNO mobile plans, devices, and accessories
• Research customer complaints, process payments, and handle billing adjustments
• Achieve sales goals by soliciting new and/or upselling services
• Follow up on and close sales leads, including mobile line activations and porting requests
• Resolve customer account issues across wireline and wireless services
• Perform other duties as requested by supervisor
• Perform service order provisioning through multiple user interfaces, including MVNO/wireless activation systems
• Maintain an appropriate and professional image of the company through appearance, demeanor, and interactions with customers
• Follow all safety rules and comply with company policies and specifications
• Speak and understand English language proficiently

You will need to have:

• 3+ years of customer service, call center, or retail sales experience; telecommunications sales or MVNO/wireless experience strongly preferred
• High school diploma or GED equivalent
• Bilingual preferred
• Valid driver's license
• Willing to participate in NCTI certification/development courses and MVNO/carrier-specific product training
• Prior sales quota or wireless/MVNO product experience a plus

Benefits:

• Family Medical (3 plans to choose from), Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays

When you join Burlington Telecom...

You'll be joining an award-winning company and team. We also believe in giving back to the community and we want our employees to have the opportunity to do so. We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential. For more information, go to


Schurz Communications and its subsidiaries strategic objectives:

• We will attract, invest in, communicate with, and retain top talent.
• We will innovate, partner, experiment and create a better future together.
• We strive to continuously improve operating performance to ensure sustained growth.
• We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

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. While performing the duties of this job the employee is:

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to use close vision and be able to focus
• Ability to lift to 25 lbs.
• Ability to work while seated for prolonged periods of time
• Ability to wear telephone head set for prolonged periods of time
• Ability to at times work remotely and independently from satellite office

The employee generally works in an indoor office environment.

Equal Opportunity Employer


This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.