Position Summary:

National OnDemand, Inc. is a communications and utilities infrastructure provider delivering service solutions to the Fiber, Wireless, Energy and Technology sectors in the United States. Headquartered in Burlington, North Carolina, the Company provides full turnkey infrastructure solutions – on demand, anywhere across its service footprint and has secured and sustained its current standing in the market through the successful completion of mergers and acquisitions, along with demonstrable, steady organic growth.

The Customer Service Representative attracts potential customers by answering product and service questions and suggesting information about other products and services. Process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.

Primary Position Duties:

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer’s complaint determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team effort by accomplishing related results as needed.
• Manage large amounts of incoming calls.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/team sales targets and call-handling quotas.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers.
• Resolve customer complaints via phone, email, mail or social media.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain the problem or reason for calling.
• Work with customer service manager to ensure proper customer service is being delivered.
• Compile reports on overall customer satisfaction.
• Resolve customer complaints via phone, email, mail or social media.
• Ensure efficient and effective routing of each day’s scheduled work to the appropriate field technician, to ensure we arrive on site within the time frame committed to the customer. Ensure efficient and effective routing of cleared pending drop buries to the appropriate crews to ensure we arrive on site within the time frame committed to the customer.
• Continuously monitor and adjust work assignments to ensure optimum drive time and distance efficiency while preserving on time arrival compliance.
• Manage all required locates to ensure SLAs are met.
• Continuously monitor and adjust work assignments to ensure SLAs are met on drop buries.

Position Requirements:

• While performing the duties of this job, the employee regularly works in an office setting.
• 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.
• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear.

Education or Skills:

• High school diploma or equivalent college degree preferred.
• 1-3 years’ experience in the field or in a related area.
• Proven customer support experience.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiar with CRM systems and practices.
• Customer orientation and ability to adapt/respond to a diverse customer base.
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively.