Staff Specialist II

Major Duties

Classification : Non-Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities.

Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses.

We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live.

At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.

Responsible for handling a large volume of inbound and outbound calls, creating the best possible experience for every caller.

Candidate should be able to display active listening skills be customer focused, detail oriented and able to be efficient in a high-volume and fast paced environment.

Candidates should also be polite, reliable, knowledgeable, willing to learn and adaptable to changing situations.

Performs job duties consistent within safety, legal, and regulatory requirements; company standards culture and business practices.

Acts with the highest level of business and personal ethical standards in all aspects of job performance.

Responsibilities

• Answering inbound customers professionally and responding to customer inquires and complaints
• Making outbound calls
• Using active listening to identify customers needs, concerns and complaints
• Problem solving to find best solution to meet customers needs
• Basic troubleshooting of products and services as trained
• Using de-escalation techniques on phone calls with customers
• Making product recommendations based on client needs in best interest of customer and company
• Handle and resolving customer complaints respectfully and professionally
• Redirect customers to appropriate departments and teams when appropriate
• Following up complicated customer calls where required
• Being an active participant in training and learning opportunities within the company

Qualifications

• High School Diploma or Equivalent
• Customer Service experience
• Skilled typing
• Experience in Microsoft Office
• Exceptional customer service skills including active listening, verbal and written communication.
• Ability to multitask
• Must have a demonstrated ability to communicate effectively with customers and other employees.
• Experience in Salesforce
• Must have excellent customer service skills.

Benefits Offered

We are proud to offer a comprehensive and competitive benefits package :

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Salary

Pay range (commensurate with skills and experience) : $15.16 - $22.99

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.