Account Specialist

at Vermont Telephone Company, Inc in Springfield, Vermont, United States

Job Description

Important: This position may be offered as a remote role for the right candidate. Remote employees will be required to complete 1–2 months of in-office training and make regular trips to our Springfield, Vermont office for coaching and support during that period. We also reserve the right to require this role to be fully on-site if business needs change. We are seeking a highly motivated Account Specialist to work for our Springfield, VT-based organization. This important role at our company requires a dependable and friendly personality to serve as the front line of customer interaction. Candidate will be responsible for selling products and services to our customers and recommending a complete technology solution to best fit a customer’s custom needs. Applicants should feel highly comfortable with selling and up-selling/cross-selling services by phone and written correspondence. Candidates should be motivated by reaching individual and team sales goals and enjoy an upbeat, competitive environment. Candidate will handle customer calls and email inquiries to customer questions, service issues and disputes at a high degree of accuracy and promptness. An ideal applicant for our company will have a proven sales record, excellent attendance history, and fantastic communication skills, both written and verbal. This applicant will be open-minded, flexible and a self-starter who works well in fast-paced and changing environment. An ideal candidate will work well by herself/himself/themselves but also thrive in a team setting. The applicant would also need to be a master of multi-tasking.

Primary functions will include:

• Explaining our technology to customers by email and phone using friendly and welcoming language.
• Sell and promote products and services offered by company to new and existing customers. Use techniques such as up-selling, suggestive selling and offering sales promotions to make sales. Cross-sell products and services by promoting bundles. Maintain a high-level knowledge of company products, services, service territories, pricing and technical capabilities/limitations, hardware and others necessary information to reach the customer.
• Work with customers by phone and email to answer questions regarding service, features, options, upgrades, and billing/payment concerns. Initiates service orders to begin, upgrade or terminate service, and initiate number ports as requested to begin service. Refer the customer to the appropriate department for a service trouble and initiate a trouble ticket if necessary.
• Accept and post payments to customer accounts. Investigates and resolves customer billing issues, applies approved credits/adjustments, and confers with other departments to resolve billing issues. Establish payment arrangements and security deposits with customers according to credit policy guidelines for delinquent accounts. Assist with processing insufficient checks and related correspondence. Follow CPNI/PII regulations and procedures when accessing customer accounts (annual training provided). Escalate issues to Supervisor as needed.
• Perform miscellaneous clerical duties such as filing, data entry and record maintenance. Responsible for maintenance of carrier information and related correspondence for customer and Company use. Assist with processing batch payments and applying monthly recurring credit card payments. Assist with disconnection process for non-payment.
• Perform other miscellaneous duties as assigned by management.

This role requires employee to work independently in a self-directed manner on assigned tasks and customer requests. Employee communicates regularly with customers and team members, requiring excellent written and phone communication skills. Proficient use of Word, Outlook, Excel, Teams is required. Compensation:

• This role is hourly with a starting range between $22 and $24/hour, depending on experience and is based on a 40-hour, full-time work week.
• In addition to the hourly base wage, this job pays commissions based on sales and cross-selling.