South Central Connect LLC

CONSUMER EXPERIENCE REPRESENTATIVE - FIBER

Arkadelphia, AR

Full-time

About This Job

South Central Connect, LLC. – Arkadelphia, AR

FLSA CLASSIFICATION:

This is a non-exempt position. An employee in this role is compensated hourly and is eligible for overtime for hours worked over forty(40) in a work week.

ROLE AND RESPONSIBILITIES

A Consumer Experience Representative is responsible for providing exceptional support and services to subscribers of South Central Connect, LLC. This role involves handling inquiries, resolving issues, and ensuring a positive experience for all subscribers. Strong communication skills and a commitment to excellent service are essential in supporting SCC to serve its subscribers with integrity and efficiency.

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Consumer Support: Respond to subscriber inquiries via phone, email, and in-person with professionalism and efficiency.

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Subscriber Feedback: Collect and analyze subscriber feedback to identify areas for improvement in our services and processes.

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Complaint and Issue Resolution: Manage subscriber complaints with professionalism and empathy, ensuring that issues are resolved promptly and effectively.

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Billing Assistance: Assist subscribers with billing questions and concerns, ensuring that they understand their bills and resolve any discrepancies efficiently.

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Service Requests: Process requests for new services, service changes, and repairs.

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Subscriber Education: Educate subscribers on packages and features.

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Documentation: Maintain accurate records of subscriber interactions, transactions, and feedback.

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Community Engagement: Participate in community events to promote South Central values and services.

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Continuous Improvement: Seek opportunities to improve processes and enhance the subscriber experience.

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Education: High school diploma or equivalent; additional qualifications in consumer service or related fields are advantageous.

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Experience: Previous experience in consumer service roles, preferably within the utility sector.

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Communication Skills: Excellent verbal and written communication skills.

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Problem-Solving: Strong ability to resolve issues efficiently and in a timely manner.

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Technical Proficiency: Basic understanding of technical concepts related to fiber services and products as well as familiarity with company software programs and Microsoft Office.

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People Skills: Ability to build and maintain positive relationships with subscribers and colleagues.

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Attention to Detail: High level of accuracy in documentation and transactions.

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Team Player: Collaborative approach to working with other team members and departments.

Work Environment

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The role is typically performed in an office setting, with occasional participation in community events. The representative must be able to handle a challenging environment and manage multiple tasks simultaneously.

Physical Demands and Working Conditions

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Works in a climate controlled office environment with minimal physical exertion. Job requires sitting, standing, walking, bending, and reaching. Requires good finger dexterity, repetitive motions with hands and fingers. Requires ability to perform close work, have good vision and hearing.

Safety

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In pursuant of the Arkansas Medical Marijuana Act 593, this position is a designated safety-sensitive position.

Schedule

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Monday to Friday

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8:00 a.m. - 5:00 p.m.

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Occasional overtime and after hours work may be required.

Benefits

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Insurances - health, dental, vision, life, short-term disability.

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HSA

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Retirement - 401(k) with 401(k) matching

· Paid time off and holidays

Salary

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Commensurate with experience

PAY FREQUENCY

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Bi-weekly

Job Type: Full-time

Shift:

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Day shift