Job description

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Are you looking for an opportunity to join a company that values people and innovation while placing the highest priority on enhancing the lives of their customers and community? Are you a motivated, passionate, and highly skilled technical and engineering talent with a compelling urge to serve a meaningful purpose and to make a difference? At EPB, we put our customers, employees, and community first. We are dedicated to developing diverse, high-performing people who are passionate about what they do. If this sounds like you, we invite you to learn more about how you can join our team and grow with us.

BENEFITS:
You’ll enjoy competitive compensation including an outstanding benefits and perks that fit your life, including:

• Health, Dental, Vision and wellness plans for you and your family – including a free on-site health clinic and on-site exercise facilities
• Educational assistance programs and programs centered on career development to help you reach your personal and career goals.
• Funding a financial savings program that helps you plan your future - 401K
• Volunteer Opportunities

WHO WE ARE:
Recognized by (https://www.jdpower.com/business/press-releases/2019-electric-utility-residential-customer-satisfaction-study)J.D. Power among the best in the country for customer satisfaction four years running, EPB is one of America’s largest publicly-owned energy providers. EPB is also the pioneering communications company that surprised the nation by being the first to offer gigabit speed internet services comprehensively to all residents and businesses in our market—four years before Google Fiber launched its first deployment. EPB delivers internet speeds of up to 10 gigabits per second as a standard offer to both homes and businesses along with television and telephone services.

With the fiber optic network as the communications backbone we deployed the most advanced and automated smart grid power distribution system in the U.S. As a result, EPB has become a major research partner for the U.S. Department of Energy and Oak Ridge National Laboratory for field-testing technology and best practices including the deployment of cutting-edge smart grid equipment, micro-grid control systems, integrated storage, and much more.:

A GREAT PLACE TO CALL HOME:
EPB is located in Chattanooga, TN, a city that Outside Magazine called the (https://www.outsideonline.com/2008956/why-chattanooga-best-town-ever#close)“Best Ever.” Built along both sides of the Tennessee River in a valley surrounded by mountains, Chattanooga is well known for its scenic beauty and outdoor recreation along with having the world’s fastest internet which earned it the name “Gig City.” Chattanooga also offers award-winning, downtown living, a thriving food scene, and a surprisingly low cost of living with no state income tax. As a result, Liviability.com includes Chattanooga among its (https://livability.com/best-places/top-100-best-places-to-live/2019/tn/chattanooga)Top 100 Best Places to Live and (https://livability.com/tn/chattanooga)Top 10 Downtowns.

Job Summary:
The Customer Service and Sales Advisor serves as part of the front line team at EPB that provides courteous, efficient, and accurate customer service. This team handles connects, disconnects, installs, removals, or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc. The Customer Service and Sales Advisor is also responsible for residential fiber optics sales, signing up new Fiber Optics customers as well as making changes to customer accounts and up-selling new products or services when appropriate. The Customer Service and Sales Advisor is also responsible for first-level troubleshooting for Fiber Optics customer issues. Customer Service and Sales Advisors are considered disaster recovery employees and, as such, are required to work periodically from home and must meet the requirements of the "Work at Home Call Center Policy."

Duties and Responsibilities:

• Provide effective and timely resolution of a broad range of customer inquiries and requests.
• Strive for first-time resolution of customer issues.
• Complete on-going training to stay abreast of products, service, and policy changes.
• Strike a positive and cooperative tone with both customers and coworkers.
• Demonstrate best judgment in adjusting complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
• Increase the customer experience by providing information on new products, rate plans, and services through up-selling opportunities.
• Provide customers information by accessing a variety of database systems.
• Process customer payments as needed.
• Available to work first, second or third shift; Work overtime 70% of the time when asked.
• Must be available to work mandatory overtime when required.

Education and Experience:

• Associates degree or equivalent experience required.
• Two plus years of related customer service experience, preferably in a call center environment.
• Basic knowledge of office tools provided on each PC (Word, Excel, Access, and Powerpoint).
• Working knowledge and experience in Intranet software and Microsoft.

Certifications and Other Requirements:

• Successfully pass sales and call center pre-employment assessments.

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