Broadband Experience Consultant

Job Code
189

FLSA Status
Nonexempt

BCI Company

Position Summary

The Broadband Experience Consultant is responsible for promoting and selling Buckeye products and services to both new and existing customers while engaging them in an interactive retail store location and communicates effectively with customers to inform them of the features, benefits, and use of all products and services Buckeye offers.

The Broadband Experience Consultant provides a focused needs analysis that allows the consultant to advise Buckeye customers on their purchasing decisions with recommendations of technology solutions and collaborates, thoroughly educates, and demonstrates the advantages of the customer’s recommended package while they are inside the Buckeye store.

The Broadband Experience Consultant maintains a strong customer focus on and off the sales floor which allows the consultant to transform all interactions into positive customer experiences and is a brand advocate that promotes all of Buckeye’s products and services while staying educated on the competition within the market place.

The Broadband Experience Consultant is a team player who builds relationships with other employees and customers while balancing the needs of our customers, our co-workers, and Buckeye Broadband.

The Broadband Experience Consultant reports directly to the assigned Supervisor, Broadband Experience. 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;
• 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;
• Own issue resolution through collaboration with customer operations management, customer follow-up, along with warm hand-offs to other departments and Buckeye related companies when necessary;
• 100% accuracy in verifying field appointment times with customers; rescheduling field appointments as requested by a customer;
• Manage store inventory, process equipment transactions, and handle high volumes of cash and other payment activity with focus on maximizing the customer experience;
• Servicing customers efficiently and thoroughly in a positive manner as outlined by the Management Team;
• Using the PC workstation and/or tablet to access customers’ accounts in order to assist customers with their needs;
• Insuring the confidentiality of all customer information;
• Actively promoting the sales and retention of the Company’s services to our customers and co-workers to achieve an above average sales performance monthly; Working with other team members to help reach store goals
• Actively pursuing the unauthorized use of the Company’s products and services;
• Meeting the standards set forth by the management;
• Attendance at monthly department trainings and team meetings as assigned by the Management Team;
• Accurately using ADP and following appropriate protocol when late for work as outlined in the attendance procedure;
• Keep the store neat and organized; Data Entry tasks as assigned; Performing any miscellaneous departmental duties as needed;
• 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
• 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

• Background record that meets Company standards;
• Reliable means of transportation at all times;
• Punctuality and good attendance;
• Present professional appearance and demeanor;
• 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, climbing, hearing, talking, use of hands and fingers, vision.
• Working Conditions:
• The Broadband Experience Consultant is an hourly, non-exempt position. The regular working hours may vary to accommodate the needs of the department including nights, weekends, and/or holidays;
• The Broadband Experience Consultant may be assigned at any Buckeye Broadband location;
• Overtime as assigned;
• 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 the conversations between BECs and customers;
• In performing the essential job functions, the Broad Experience Consultant works with various office equipment including, but not limited to, telephones, personal computers, printers, fax machines, paper shredders, and copy machines;
• 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.