Customer Service Representative

Reports to Supervisor, Sales and Care Center

Job purpose

VTel and its family of companies are known for “1 ring, friendly, local customer service”. The Customer Service Representative is the front line of customer interaction with the companies. Employee manages customer calls and resolves service inquiries, questions and disputes. Employee sells products and services to VT Telephone customers recommending a complete technology solution to best fit their needs. Answers customer questions about features, products, services, availability, speeds, and options and provides billing/payment information in compliance with Customer Proprietary Network Information (CPNI).

Duties and responsibilities

1. Sells and promotes products and services offered by company to new and existing customers. Uses techniques such as up-selling, suggestive selling and offering sales promotions to make sales. Cross sells products and services by promoting bundles. Maintains a high-level knowledge of company products, services, service territories, pricing and technical capabilities/limitations, hardware and others necessary information to reach the customer.
2. Works with customers in person and by phone to answer questions regarding service, features, options, upgrades, and billing/payment concerns. Initiates service orders to begin, upgrade or terminate service, and initiates number ports as requested to begin service. Refers the customer to the appropriate department for a service trouble and initiates a trouble ticket if necessary.
3. Accepts and posts payments to customer accounts. Investigates and resolves customer billing issues, applies approved credits/adjustments, and confers with other departments to resolve billing issues. Establishes payment arrangements and security deposits with customers according to credit policy guidelines for delinquent accounts. Assists with processing insufficient checks and related correspondence. Follows CPNI regulations and procedures when accessing customer accounts. Escalates issues to the Customer Sales Coordinator or Supervisor as needed.
4. Performs miscellaneous clerical duties such as filing, data entry and record maintenance. Responsible for maintenance of carrier information and related correspondence for customer and Company use. Assists with processing batch payments and applying monthly recurring credit card payments. Assists with disconnection process for non-payment.
5. Performs other miscellaneous duties as assigned by management.

Qualifications

Qualified candidates will have a high school diploma, or the equivalent, plus two years of business, customer service, sales or equivalent work experience.

Prior experience with telecommunications services is desirable.

Candidate should have a working knowledge of broadband Internet, video, telephone, television, Wi-Fi and wireless network connections in the home.

Skills should be demonstrated in the following areas:

Customer service interaction, closing a sale, phone dialogues, oral and written communication, ability to describe products and features, analytical thinking and problem solving, operation of a personal computer/ screen and database, operation of office machines to include copier and printer.

Required abilities include:

• Ability to read, analyze and interpret computer reports.
• Ability to organize, prioritize and handle multiple work assignments.
• Ability to complete work accurately under time constraints and deadlines.
• Ability to communicate with customers, co-workers and various business contacts in a courteous and professional manner.
• Ability to listen to the customer, determine needs and suggest appropriate technology solutions.
• Ability to speak in a clear, understandable and friendly voice with customers and co-workers.

This role requires employee to work independently in a self-directed manner on assigned tasks and customer requests. Employee communicates regularly with customers and team members, requiring excellent communication skills by phone and in person. Proficient use of MS Excel, Word is required.

Candidate must possess a valid driver’s license.

Working conditions

Customer Service Representative works primarily in an office setting, at a computer with monitor. Employee may sit at computer work station for long periods of time.

Physical requirements

Extensive lifting is not required.

Direct reports

None

Field Sales Representative

Reports to Director of Sales and Marketing, VT Telephone

Job purpose

Develop and retain business relationships with residential and small business customers within the 14 telephone exchanges for Vermont Telephone Company, and/or within VTel Wireless territory.

Duties and responsibilities

• Develop business through door to door and direct calls on customers, existing or recapture accounts where you will explain service options.
• Act as liaison for Vtel Technical team and contractors on cut over and new services launches in targeted areas, pairing with technical team on roll outs to inform customers of change activities.
• Perform customer needs analysis to understand current and future forecast of service requirements.
• Create and present proposals for services Gain commitment to new or expanded services on location with customer.
• Inform necessary technical and customer service team staff on service requirements to assure continuity of service delivery.
• Utilize CRM system and any other tracking systems to track customer information and sales activity.
• Attend sales meetings, participate in regular 1:1 meeting with manager, and participate in developing annual goals for revenue development.
• Participate in product training and knowledge sessions, including product development.
• Attend community business development functions as a representative of the company.
• Further the mission of services and broadband adoption by delivering community presentations of VTel services as necessary.

Qualifications

Candidate will have a two or four year college degree.
One year or more of work experience in customer care and development, direct sales, floor sales or a related field is required.
Knowledge of communications technology devices is required including tablets, cell phones, computers, printers and televisions.
Knowledge of CRM and sales reporting systems is desirable.
Skills proficiency must be demonstrated in utilization of broadband internet, Wi-Fi and wireless network connections.
Employee may also be skilled in teaching basic broadband principles and internet access.

This role requires employee to work independently in a self-directed manner, creating a daily schedule, conducting independent activity and reporting progress to goal activity Employee communicates regularly with customers and team members, requiring excellent communication skills by phone and in person. Work product may be delivered as written, verbal and projected presentations. Proficient use of MS Excel, PowerPoint, Word, is required.

Able to work days, and some evening hours.

Candidate must possess a valid driver’s license.

Working conditions

Field Sales Representative works primarily in residential and commercial customer settings, which may include a household or office. Employee may sit or stand in various settings to present offerings to customer. Additionally, employee may be at a computer work station for long periods of time. Work may also require travel by car, and accessing work sites on foot or motorized vehicle.

Physical requirements

Employee may lift and deploy network equipment, which may be transported or carried by hand to end location. Extensive lifting is not required.

Service Technician

VTel is in the process of creating a state-of-the-art 10-Gig fiber network, and we are looking for experienced IP Network Technicians to support this network. You will join a team of experienced technicians maintaining an advanced Ethernet-based network. This includes voice service, high-speed broadband, and IPTV. This is an opportunity for an individual to help transform our network from the old TDM infrastructure to the new IP Ethernet world. This position requires the ability to troubleshoot and maintain data networks, and assess service capacity needs to meet customer demands.

Click here to view full job description.

Internet Support Staff

Main Job Responsibilities:

• Configuring customer equipment to connect to the Internet, for DSL, and FTTH Internet customers either wired or wireless.
• Performing accurate creation of new accounts and maintaining existing accounts, using company provided software tools.
• Monitoring and troubleshooting customer services logically, utilizing company provided software tools.
• Providing customers with product and service information to enhance sales and customer service.
• Answering customer calls respectfully and patiently.
• Troubleshooting connectivity issues for both DSL and dial-up, using a broad range of tools and experience.
• Completing trouble tickets
• Setting up email account in various email clients. Familiarity with a broad range of setting and configurations in a variety of email clients.
• Testing, packaging and programming modems, routers and netbooks.
• Monitoring and responding to customer voicemails and emails.

Other Qualifications:

• Able to work independently and efficiently to meet deadlines
• Proficient in Internet-related applications, such as e-mail clients, FTP clients, and web browsers
• Self-motivated, detail-oriented and organized
• Experienced with hardware and software troubleshooting
• Excellent communication (both oral and written)

Network Engineer

The Network Engineer role encompasses a wide range of responsibilities including network design strategy, network engineering, implementation, migration planning, service design, proof of concept testing, optimization services, and development of training.

This position will be required to work in a consultative manner with vendors, project management, product development, sales engineering, customer services, and systems engineering to scope and deliver professional service projects, which can include the following responsibilities:

• Produce HLD/LLD with the best architecture available to support our customer's services
• Produce network implementation and migration plans
• Deploy equipment and service configurations
• Test and Support networks in various stages of deployment
• Audit and assess customer networks
• Produce and review technical documentation

Any of the following desirable:

• Knowledge in IP routing protocols such as BGP and OSPF.
• Extensive knowledge of VoIP and QoS standards.
• Knowledge in any of the following desirable: Ethernet, SONET, WDM, wireless technologies, Access technologies (FTTH, DSL, and special circuits), Layer 3 Traffic Engineering and L2 Traffic Management, IP Video standards.
• Experience in Network Management, Operation Support Systems (OSS) and Business Support Systems (BSS) is a plus.
• Excellent written and verbal communication skills are required.

Wireless Specialist

Several Wireless Specialists are needed to work part-time in Springfield, VT for our VTel Wireless division. Candidates should be familiar with and interested in consumer electronics and internet services. Candidates should be excited to explain to customers how our 4G/LTE wireless technology works and also troubleshoot any issues customers may have.

Candidate should have a combination of a strong desire to deliver 'best-In-Vermont' customer relations and a deep interest in the product.

Primary functions will include:

• Explaining our technology to customers by email, phone and online chat.
• Assist customers in determining which package and product is appropriate based on their usage patterns and then sign them up for service.
• Schedule service appointments with technicians and customers.
• Stay up-to-date on consumer handsets and internet technology (training is provided).
• Handle customer billing inquiries and provide resolution to common billing and service questions.

Job Requirements:

• High school diploma or equivalent required for this position.
• Ability to appreciate a start-up work environment and flexibility for future growth in our expanding company.

Position is available part-time with flexible hours. Saturdays may be required in the future.

VTel is an equal opportunity provider and employer. To apply for any position please send a one-page resume to  This e-mail address is being protected from spambots. You need JavaScript enabled to view it .