Customer Sales And Service Rep

About Us:

FairPoint Communications delivers modern communications technology with respect, commitment, and a can-do spirit. Headquartered in Charlotte, North Carolina, FairPoint Communications, Inc. is a leading provider of a full range of communications services to residential and business customers including: local and long distance voice, data, Internet, television and broadband. FairPoint Communications is traded on the New York Stock Exchange under the symbol FRP.

Description of Customer Sales And Service Rep:

Job Summary:

Interviews and educates existing and new customers and effectively solicits sale of services to meet monthly quotas. Performs job duties consistent within safety, legal and regulatory requirements; company standards, culture and business practices.

Essential Duties and Responsibilities:

• Handles incoming calls and responds to customer inquiries; orders for installation, discontinuance, moves, additions or change in service.
• Professionally turns each call into a sales call.
• Effectively uses bridging statements to offer additional services at every opportunity.
• Must meet daily, weekly, and monthly numbers to include but not be limited to sales, attendance, and call objectives.
• Actively participates in the national sales contests to help the company meet sales objectives.
• Provides product information and offers products and services that best fit the customer's needs.
• Supports department objectives by meeting call handling times and being available to assist in meeting daily service level objectives.
• Creates service orders and records all call notes and sales documentation with accurate pricing and configurations into one customer relationship management tool (CRM).
• Maintains an awareness of all product knowledge information; voice and data bundles, and promotions for all applicable regions.
• Fills out necessary forms, calculates charges for service requested, prepares change of address records, issues discontinuance orders, and whatever else is necessary to render service to the customer.
• Responds to complaints concerning billing or service rendered.
• Receives and processes customer payments.
• Actively seeks to create and sustain a partnership association with customers by optimizing customer service sales and up sell opportunities to enhance FairPoint's value offering.

Additional Duties:

• Contributes to departmental activities and programs by accomplishing related tasks as needed.

Knowledge, Skills and Abilities:

• Data entry and computer skills
• Communication and listening skills
• Inside sales & service skills
• Must be dependable and punctual

Requirements of Customer Sales And Service Rep:

Education and Experience:

• In order to accomplish the essential duties of this position, the incumbent must have a High School Diploma or G.E.D. and one to three years of related experience.

Physical Demands and Work Environment:

• 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.
• Work environment is primarily that of an office setting.
• FairPoint Communications reserves the right to change or revise duties and responsibilities as the need arises. This document is not a written or implied contract of employment.

Keywords: CSR, C.S.R., customer service, customer service rep, customer service representative, customer support, customer care, account executive, outside sales, inside sales, sales executive, AE, salesman, saleswoman, salesperson