Customer Service Representative

Elite Direct Management Inc. is seeking a dynamic Customer Service Representative to help Pomona residents embrace Frontier’s high-speed future. As a specialized marketing firm, we focus on the sales of fiber-optic technology and premium television integration. The Customer Service Representative will educate homeowners on Frontier’s full suite to ensure they receive the best possible technical support.

As a Customer Service Representative, you move through the Pomona community as a trusted advisor on Frontier’s symmetrical gigabit technology. You lead sales initiatives by educating residents on the technical superiority of fiber-optic networks over traditional cable. By conducting these on-site sales consultations, the Client Engagement Lead provides residents with the low-latency performance they need for work and play.

Core Functions of the Customer Service Representative 

• Deliver consultative support to Pomona residents, showcasing Frontier Fiber internet reliability and flexible TV service options designed for modern households.
• Highlight Frontier’s TV bundles and fiber plans, promoting features like DVR capability, streaming integration, and promotional credits to drive adoption.
• Evaluate household streaming and connectivity demands, recommending Frontier Fiber and TV solutions tailored to gaming, multi‑device usage, and entertainment needs.
• Manage fiber and TV activations with precision, consistently meeting compliance, quota benchmarks, and documentation accuracy.
• Simplify billing and service features, applying Frontier’s no‑contract promotions and TV credits to strengthen customer trust and reduce churn.
• Maintain data accuracy and compliance, verifying residential documentation and tracking fiber and TV sales performance to support territory growth

Education & Experience Needed for the Customer Service Representative 

• High school diploma or GED required; Bachelor’s degree in Business, Marketing, or Communications preferred but not required.
• Experience in retail or sales, with demonstrated success in achieving performance targets and driving customer engagement. 
• Exceptional communication skills, simplifying fiber‑optic and TV service features into actionable benefits that strengthen customer confidence.
• Proven track record of fostering customer loyalty through consultative engagement and upselling Frontier Fiber and TV packages.

Preferred Skills for the Customer Service Representative 

• Applies structured workflows to deliver accurate service and boost sales.
• Tracks engagement and conversion metrics to identify top sales tactics.
• Explains Fiber and wireless benefits in ways that boost sales.
• Supports seamless activations, converting inquiries into successful sales.