Customer Experience Rep

Job Summary:
As a Customer Experience Representative at Poolside Fiber, you will be the frontline ambassador of our company, dedicated to providing exceptional service and support to our valued customers. Your primary responsibility will be to ensure each customer's journey is seamless and delightful, creating lasting and positive impressions.

Responsibilities:

Customer Support: Handle incoming customer inquiries, complaints, and requests via phone, email, or chat in a friendly and professional manner. Provide accurate and timely resolutions to ensure customer satisfaction.
Product Knowledge: Acquire in-depth knowledge of Poolside Fiber's high-speed internet and phone services to effectively address customer inquiries and offer suitable solutions.
Problem Solving: Proactively identify and troubleshoot customer issues, working closely with relevant internal teams to resolve complex problems and ensure timely follow-up.
Order Processing: Process customer orders, service changes, and upgrades accurately and efficiently, ensuring a smooth and seamless customer experience.
Billing and Payments: Assist customers with billing inquiries, clarify charges, and facilitate payment processing while adhering to company policies.
Upselling and Cross-selling: Identify opportunities to upsell or cross-sell additional services or packages to customers, thereby enhancing their overall experience and maximizing business growth.
Customer Feedback: Gather feedback from customers to identify areas of improvement and relay insights to the management team to enhance our service offerings.
Escalation Handling: Address escalated customer issues with empathy and professionalism, striving to find satisfactory resolutions while adhering to company guidelines.
Customer Retention: Proactively engage with customers to build strong relationships, addressing potential churn risks, and implementing strategies to retain their loyalty.
Documentation: Maintain accurate and detailed records of customer interactions, ensuring a well-organized database for future reference and analysis.

Requirements:

High school diploma or equivalent.
Proven experience in customer service or related roles, with a focus on delivering exceptional customer experiences.
Excellent communication skills, both verbal and written, with a friendly and empathetic approach.
Strong problem-solving and decision-making abilities, with a keen eye for detail.
Patience and resilience to handle challenging customer situations with a positive attitude.
Ability to work in a fast-paced environment and multitask effectively.
Familiarity with customer service software and CRM systems is advantageous.
A customer-centric mindset, with a passion for helping customers and exceeding their expectations.
Strong team player, collaborating with cross-functional teams to achieve common goals.
Willingness to adapt and learn in a dynamic and evolving industry.

Join Poolside Fiber's customer-centric team and be the driving force behind ensuring our customers experience a refreshing and delightful journey with our high-speed internet and phone services. Your dedication to providing outstanding customer experiences will play a crucial role in our mission to become a trusted name in the industry.