Customer Experience Representative, Change of Service

• Sales & Customer Engagement: Consistently meet or exceed sales targets by responding to inbound inquiries, engaging new and existing customers through consultative techniques, identifying needs, overcoming objections, and recommending tailored solutions. 

• Customer Support & Relationship Building: Deliver exceptional service by addressing inquiries, resolving issues, and converting support interactions into sales opportunities. Build positive, lasting relationships through transparent communication and accurate information. 

• Product & Process Expertise: Educate customers on products and services using available tools and resources while adhering to established sales and operational processes to ensure consistency, compliance, and quality. 

• Professionalism & Integrity: Maintain a respectful, friendly, and professional demeanor. Apply sound judgment within company policies and guidelines, including safeguarding Customer Proprietary Network Information (CPNI) and Personally Identifiable Information (PII). 

• Communication & Interpersonal Skills: Demonstrate strong listening, verbal, and written communication skills, along with effective problem-solving and de-escalation techniques in high-pressure or challenging situations. 

• Adaptability & Growth Mindset: Operate effectively in a fast-paced, dynamic, and virtual environment. Show resilience under pressure and proactively engage in continuous learning through training, coaching, and team meetings. 

• Collaboration & Teamwork: Work closely with peers and cross-functional teams to achieve departmental goals and deliver a seamless customer experience. 

• Technical Proficiency: Navigate multiple systems efficiently, process transactions accurately, and utilize standard office tools (keyboard, mouse, headset) to maintain productivity. 

• Reliability & Flexibility: Maintain consistent and punctual attendance. Be available for nights, weekends, variable schedules, and overtime as needed, while demonstrating willingness to take on additional responsibilities. 

• Coachability & Performance: Actively seek, receive, and apply feedback to improve performance. Achieve established goals and metrics while contributing to team success. 

• Other Duties: Perform additional responsibilities as assigned to support business objectives. 

 
Employees at all levels are expected to: 

• Understand our Operating Principles; make them the guidelines for how you do your job. 

• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. 

• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. 

• Winning as a team make big things happen by working together and being open to new ideas. 

• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. 

• Drive results and growth. 

• Respect and promote inclusion & diversity. 

• Do what's right for each other, our customers, investors and our communities. 

 
Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.