Customer Service and Sales Associate-Level I

Cornerstone Connectivity; Murray (KY); On-site; USD 28,000 - 42,000; Full time

Job summary

Cornerstone Connectivity is seeking a customer service professional to promote products, respond to inquiries, and resolve service issues while maintaining accurate billing records. You will handle orders, installations, and account updates with a focus on a positive customer experience.

The role requires strong knowledge of our offerings, the ability to troubleshoot basic issues, and effective communication across multiple channels.

Qualifications

• Bachelor’s degree in business or technology or related field preferred.
• High school diploma plus a minimum three year sales or customer service experience required.

Responsibilities

• Process service orders, accurate installation changes and account updates as requested by the customer.
• Assist customers with billing inquiries, resolve account concerns, and protect customer information per CPNI regulations.
• Demonstrates knowledge of Cornerstone Connectivity’s products and services and explains options, features, and benefits to customers.
• Assist customers with technical issues by listening, troubleshooting, and entering trouble tickets to ensure resolution.
• Assist customers via phone, email, live chat, and social media; return voicemail messages and respond promptly.
• Prepare and post service orders and provide information for plant personnel to locate and install facilities.
• Increase sale and use of equipment and services by following marketing plans and strategies.
• Direct and perform billing-related tasks and balance cash/credit transactions.
• Respond to inquiries regarding service selection and availability.
• Work Saturdays on a rotation basis and weekly extended hours.

Skills

Telecommunications knowledge

Customer service

Marketing and sales

MS Office / Outlook

Oral and written communication

Persuasion techniques

Professional demeanor

Education

Bachelor’s degree in business or technology or related field

Job description

General Summary:

Provide professional customer service while promoting Cornerstone Connectivity’s products and services to new and existing customers. Respond to customer questions, concerns, complaints, and service issues with accurate information and effective solutions. Maintain accurate billing records, documentation, and supporting information in the appropriate files. Process service orders, trouble reports, and daily customer communications accurately and efficiently while ensuring a positive customer experience.

Essential Job Functions:

• Processes customer service orders accurately, ensuring all required information is complete and correct. Handles new installations, service additions or removals, and changes to existing account features, products, and services as requested by the customer.
• Assists customers with billing and payment inquiries, resolves account-related concerns, and follows all established CPNI regulations and procedures to protect customer information
• Demonstrates a strong knowledge of Cornerstone Connectivity’s products and services and can confidently explain service options, features, and benefits to customers.
• Assist customers experiencing technical issues by listening to their concerns, performing basic troubleshooting, and entering trouble tickets to ensure their issues are addressed and resolved.
• Assist customers through multiple communication channels, including phone calls, email, live chat, and social media. Return voicemail messages and respond to all customer inquiries promptly and professionally.
• Prepares and post service orders and all pertinent information necessary for plant personnel to locate and make proper installation of plant facilities on equipment.
  
• Increases the sale and use of company equipment and services by implementing adopted marketing plan and strategies.
• Direct and performs all functions necessary in the preparation of customer telephone bills. Operates various office machines required to do the job of billing.
• Maintains billing records, document and other supporting information in appropriate files. Post adjustments to customer records as prescribed.
• Receives cash and credit card payments by phone, across the counter, and drive thru window. Balances cash drawers and credit cards and prepare deposit.
• Responds to customer inquiries regarding the selection and availability of services.
• Required to work on Saturdays on a rotation basis and weekly extended hours.

• Performs all other related 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, and Abilities:

• Knowledge of telecommunications technology, products and services.
• Knowledge of company policies and procedures.
• Knowledge of company products and services.
• Knowledge of marketing and sales practices and principles.
• Skill in operating various office equipment such as personal computer, 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 techniques.
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
• Ability to organize and prioritize multiple work assignments.
• Ability to make sound decisions using information at hand.

Education and Experience:

Bachelor’s degree in business or technology or related field preferred. High school diploma plus a minimum three year sales or customer service experience required.

Cornerstone Connectivity is an equal opportunity employer and provider.