Lead Broadband Experience Consultant at Buckeye Broadband – Holland, Ohio

Lead Broadband Experience Consultant

Job Code
190

FLSA Status
Nonexempt

BCI Company

Position Summary

The Lead Broadband Experience Consultant is responsible for advanced support, problem solving, escalations or tasks that are beyond the skill level of the Broadband Experience Consultant. The Lead maintains ownership of all unresolved problems referred to them. As a lead, they are expected to display leadership characteristics and work as a member of the team in a professional and timely manner as outlined by the Management Team. The Lead resolves customer escalation issues that have been forwarded to them.

The Lead Broadband Experience Consultant must demonstrate a strong knowledge of the company’s practices and procedures must be able to perform the basic job duties of the Broadband Experience Consultant. The Lead must possess excellent customer service, sales, and organizational skills in their everyday work practice and must demonstrate the ability to work closely with Buckeye customers and all employees to provide excellent service to every customer. The Lead provides assistance to the staff members and assumes the leadership responsibility of the Broadband Experience Consultant department in the absence of a Supervisor

The Lead Broadband Experience Consultant reports directly to the Supervisor, Retail as assigned. There are no direct reports to this position.

Essential Functions

• Provide superior customer service with all customer interactions. Evaluate customers’ potential product needs and make appropriate recommendations; Communicate and develop rapport with customers and other employees;
• Provide strong understanding and enthusiasm around technology, especially around Buckeye products and services. Maintain detailed sales product knowledge, including information about competitor’s options;
• Maintain strict standards for supplying accurate information to customers regarding billing invoices, cycles, procedures and processes, products, services, and the company;
• Maintain strict standards for accurate completion of all assigned tasks, customer order entry, and documentation of support;
• Work in a fast pace, high-volume environment and, where applicable, cover multiple store locations throughout the operating area; may be asked to travel to other store or lobby locations for additional support; may be asked to come in to cover key shifts that called off;
• Accepting escalation from all Broadband Experience Consultants and maintaining ownership of all unresolved problems referred to them;
• Attending department meetings to confirm expectations & goals for the department, communicating findings to the team;
• Auditing and coaching of Broadband Experience Consultant’s regarding store inventory processes, equipment transactions, and payment activity with focus on maximizing the customer experience;
• Complete monthly reports as assigned;
• Managing and prioritizing projects to ensure they are completed on time;
• Assisting with training for all Broadband Experience Consultant employees;
• Walking the floor to observe the successful job performance of all staff members and bringing all deviations to the attention of a supervisor or manager;
• Servicing customers efficiently and thoroughly in a positive manner as outlined by the Manager, Retail;
• Work as a member of the team to consistently meet and, where possible, exceed the Standards of Performance and goals/tasks assigned to the retail group;
• Performing the job duties of a Broadband Experience Consultant as assigned;
• Actively pursuing the unauthorized use of our cable services;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

Education and Experience Requirements

• High School Diploma or equivalent – required
• Understanding of multiple computer operating systems i.e. Windows, iOS, Android – required
• Drive to succeed in a quota-based sales environment – required
• Strong communication skills and ability to relate to customer needs – required
• Ability to work independently & work flexible hours – required
• Demonstrated leadership abilities – required
• Valid driver’s license with reliable transportation; may be required to travel to multiple retail locations regularly – required
• Must be able to pass our comprehensive background and drug screen - required
• 1-3 year(s) sales experience – preferred

Core Competencies

• Agile – Embraces change; Adaptable and flexible; Sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; Demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific Competencies

• Delivering High Quality Work – Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.
• Job Knowledge – Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

Other Skills and Requirements

• Use of Microsoft office and related products;
• Must have adequate transportation to work any location as assigned;
• Punctuality and good attendance;
• Acceptable background verification, including legal, education, work, etc.;
• Valid driver’s license with reliable transportation; may be required to travel to multiple retail locations regularly;
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.

Working Conditions and Physical Demands

• Physical Demands:
• May include walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers.
• Working Conditions:
• The Lead Broadband Experience Consultant is an hourly, non-exempt position. The regular working hours may vary to accommodate the needs of the department.
• Lunch and dinner breaks are assigned daily
• Due to the Company’s need to provide consistently high-quality customer service and employee reinforcement training, the Company, as a standard practice, periodically monitors transactions between Lead Sales Support Specialists and the customers;
• The Lead Broadband Experience Consultant is required to drive on the job as needed and is subject to regular MVR checks. He/she must maintain a valid driver’s license and maintain a driving record the meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to their supervisor.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Use of Company Resources, Equipment and Confidential Information

Company resources, equipment and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of company resources, equipment or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required and may be expanded or changed to include other duties or responsibilities that management may deem necessary from time to time.