Customer Service and Sales Advisor Trainee

Customer Service and Sales Advisor Trainee Chattanooga, TN JOB SUMMARY

The Customer Service and Sales Advisor Trainee is responsible for providing exceptional customer service while learning the skills necessary to become a fully-trained Customer Service and Sales Advisor. The trainee will progress through various phases of training, gaining proficiency in systems, basic skills, complex orders, product positioning, and handling customer calls.

DUTIES & RESPONSIBILITIES

This is a training position with a structured progression. Successful completion of each phase is required to advance.

Phase I:
Foundations of Customer Service (6 Weeks)

• Learn basic systems and skills related to customer accounts, outages, payments, and service reconnections.
• Develop a strong understanding of company policies and procedures.
• Participate in limited phone training to familiarize with customer interactions.

Phase II:
Advanced Product Knowledge (4 Weeks)

• Acquire in-depth knowledge of complex electric and fiber orders.
• Receive training on product positioning and sales techniques.
• Continue with limited phone training to enhance customer service skills.

Phase III:
Full-Time Customer Service (60 Days)

• Begin taking calls full-time under direct coaching and supervision.
• Apply learned skills to provide effective customer service and support.
• Receive ongoing feedback and coaching to improve performance.

Phase IV:
Transition to Customer Service and Sales Advisor (90 Days)

• Move to the call center floor to work a typical shift as a Customer Service and Sales Advisor.
• Apply all acquired skills and knowledge to deliver exceptional customer service and drive sales.
• Successfully complete the trial employment period to transition into the permanent role.

EDUCATION & EXPERIENCE

• High school diploma or equivalent is preferred, but relevant experience will be considered.
• Previous customer service experience and/or training.
• Basic knowledge of office tools provided on each PC (Word, Excel, Access, and Power point).
• Working knowledge and experience in Intranet software and Microsoft.

CERTIFICATIONS & OTHER REQUIREMENTS

• Successfully pass sales and call center pre-employment assessments.
• Excellent written, verbal, and listening skills.
• Ability to adjust to changing situations and work effectively in a dynamic environment.

May perform other duties as assigned.

All employees, pursuant to their job duties, should demonstrate the behaviors of Professional Empowerment and comply with all EPB policies, standards, and guidelines.

EPB provides electric and communications services, which are considered critical infrastructure by the Department of Homeland Security. This EPB job is essential to support this critical infrastructure and may be required to work onsite or in the field to maintain these services.

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