The Customer Service and Sales Advisor Trainee is responsible for providing exceptional customer service while learning the skills necessary to become a fully-trained Customer Service and Sales Advisor. The trainee will progress through various phases of training, gaining proficiency in systems, basic skills, complex orders, product positioning, and handling customer calls.
DUTIES & RESPONSIBILITIES
This is a training position with a structured progression. Successful completion of each phase is required to advance.
Phase I: Foundations of Customer Service (6 Weeks)
- Learn basic systems and skills related to customer accounts, outages, payments, and service reconnections.
- Develop a strong understanding of company policies and procedures.
- Participate in limited phone training to familiarize with customer interactions.
Phase II: Advanced Product Knowledge (4 Weeks)
- Acquire in-depth knowledge of complex electric and fiber orders.
- Receive training on product positioning and sales techniques.
- Continue with limited phone training to enhance customer service skills.
Phase III: Full-Time Customer Service (60 Days)
- Begin taking calls full-time under direct coaching and supervision.
- Apply learned skills to provide effective customer service and support.
- Receive ongoing feedback and coaching to improve performance.
Phase IV: Transition to Customer Service and Sales Advisor (90 Days
- Move to the call center floor to work a typical shift as a Customer Service and Sales Advisor.
- Apply all acquired skills and knowledge to deliver exceptional customer service and drive sales.
- Successfully complete the trial employment period to transition into the permanent role.
EDUCATION & EXPERIENCE
- High school diploma or equivalent is preferred, but relevant experience will be considered.
- Previous customer service experience and/or training.
- Basic knowledge of office tools provided on each PC (Word, Excel, Access, and Powerpoint).
- Working knowledge and experience in Intranet software and Microsoft.
CERTIFICATIONS & OTHER REQUIREMENTS
- Successfully pass sales and call center pre-employment assessments.
- Excellent written, verbal, and listening skills.
- Ability to adjust to changing situations and work effectively in a dynamic environment.
EPB
10 West ML King Blvd
Chattanooga
Tennessee United States
www.epb.net
