Internal Only - Customer Service and Sales Associate - Level II

Application Deadline: October 30, 2026

GENERAL SUMMARY

The Customer Service and Sales Associate – Level II maintains an understanding of the importance of accurate service orders and is able to readily recognize errors. Closes service orders in a timely manner while also completing daily tasks. Maintains a schedule and ensures that time sensitive tasks are completed with accuracy. Able to maintain full understanding of iVue Service. Interacts with customers on the front line to sell and promote services to new and existing customers. All interaction must be professional, helpful, and friendly at all times, regardless of the circumstances.

RESPONSIBILITIES

• Strive to meet the highest level of customer satisfaction by resolving subscriber issues in a professional and timely manner.
• Meet sales goals set by management.
• Prepare and verify accuracy of service orders and paperwork.
• Prepares and posts service orders and all pertinent information necessary for plant personnel to locate and make proper installation of plant facilities or equipment.
• Maintains billing records, documentation, and other supporting information in appropriate files. Posts adjustments to customer records as prescribed.
• Receives payments by phone, across the counter, night drop, curb side, and drive-thru window. Balances cash drawers and credit cards and prepare deposits.
• Lifeline forms, etc., as requested in a manner consistent with company procedures.
• Provides Tier 1 technical support services using software tools, reference materials, and general product knowledge.
• Responds to customer inquiries regarding the selection and availability of services by phone, email, voicemail, and any additional methods of communication in a timely manner.
• Required to work on Saturdays on a rotation basis.
• Required to staff our Murray, Mayfield, and Martin locations as needed. This position will report primarily to Mayfield.
• Maintain NLAD database.
• Input data into the Legacy Database for security service orders.
• Input and maintain inventory pertaining to security service order items purchased.
• Performs temporary and permanent disconnects for non-pay.
• Accepts and maintains promises for payment according to company policies.
• Process customer billing each month for WK&T (5th, 11th, 20th, 30th, and prepaid and Ardmore (1st)
• Responsible for porting and orders sent by CSR for a port request to make sure the port is confirmed and completed by installment date
• Process EFT/ACH customer payments and prenote process
• Work in the NISC gateway with card information for refunds or NSF process
• Process disconnects and reconnects for non-pay.
• Write-offs/credit bureau reporting.
• Customer notifications.
• Run audits/queries for billing and data errors.
• Act as NISC liaison.
• Respond to incoming questions from outside sales and inside customer service sales staff.
• Distribute workload from Smart Hub/website inquiries.
• Monitor voicemail and email overflows and distribute to customer service staff.
• Performs all other 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, & ABILITIES

• Knowledge of telecommunications technology, products, and services.
• Knowledge of company policies and procedures.
• Knowledge of all company products and services.
• Knowledge of marketing and sales practices and principles.
• Ability to multi-task and use problem solving skills.
• Skill in operating various pieces of office equipment such as personal computers, 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 and listening techniques.
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
• Ability to meet sales goals set by management.
• Ability to organize and prioritize multiple work assignments.
• Ability to make sound decisions using information at hand.
• Ability to follow safety protocol.
• Ability to maintain a valid driver’s license.

EDUCATION & EXPERIENCE

Bachelor's degree in Business or Technology or related field preferred. High school diploma plus a minimum of three years sales and customer service experience, or other relevant experience, required.

Cornerstone Connectivity is an equal opportunity employer and provider.