Customer Experience & Sales Representative

$31,200 - $35,360/Yr

Schurz Communications - Hagerstown, MD

Full-time - Entry Level

Hybrid - Hagerstown, MD

Broadcasting and Content Providers

About the position

The Customer Experience and Sales Representative at Antietam Broadband is responsible for delivering exceptional customer service and sales support for video, high-speed internet, and telephone services to both residential and commercial customers. This role emphasizes problem-solving, effective communication, and the ability to work independently in a hybrid work environment. The representative will also be involved in achieving sales goals and ensuring customer satisfaction through various service-related tasks.

Responsibilities

• Prioritize and organize tasks effectively.
• Utilize problem-solving techniques with high-end broadband equipment.
• Use personal computer and software applications (e.g., word processing, spreadsheet, billing system).
• Apply knowledge of basic mathematics in daily tasks.
• Demonstrate knowledge of video, broadband, and phone products and services.
• Exhibit common phone etiquette and de-escalation techniques.
• Communicate clearly, educate customers, and promote/sell company services.
• Work independently and plan accordingly to complete daily assignments.
• Handle multiple tasks concurrently and adapt to changing situations.
• Sell and promote company products and services.
• Research customer complaints, process payments, and make billing adjustments.
• Achieve sales goals by soliciting new customers and upselling services.
• Follow up on and close sales leads.
• Resolve customer account issues.
• Perform service order provisioning through multiple user interfaces.
• Maintain a professional image of the company through appearance and demeanor.
• Follow all safety rules and comply with company policies and specifications.

Requirements

• 3 years of CATV or other relevant technical/electronic experience.
• High school diploma or GED equivalent.
• Valid driver's license.
• Willingness to participate in NCTI certification/development courses.

Nice-to-haves

• Bilingual preferred.

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