Customer Experience Specialist

An RFNOW Inc. Customer Experience Specialist is a customer-focused professional with a passion for delivering exceptional service experiences. As a Customer Experience Specialist, you will be the front-line ambassador for our company, providing exceptional customer service to our residential and business internet subscribers.

Our ideal candidate is a customer-focused professional with a passion for delivering exceptional service experiences. If you thrive in a fast-paced environment and enjoy helping others, we encourage you to apply for this rewarding opportunity.

General Responsibilities

• Maintain a friendly, patient, and professional demeanor when interacting with customers, even in difficult situations
• Actively listen to customer concerns, ask clarifying questions, and provide empathetic resolutions
• Follow up with customers to ensure their issues have been fully resolved and they are satisfied with the service provided
• Gather customer feedback and provide insights to improve products, services, and processes
• Respond to customer inquiries regarding account details, billing statements, and payment processing via phone and email
• Assist customers with setting up or updating payment methods, reviewing invoices, and explaining charges, using their customer portal
• Process account changes such as plan upgrades, downgrades, and cancellations while retaining a focus on customer satisfaction
• Maintain accurate customer records in the CRM system
• Handle escalated customer issues with professionalism, aiming to resolve concerns and retain their business
• Maintain accurate and up-to-date records of customer interactions, retention efforts, and outcomes in the CRM system
• Proactively contact customers with expiring contracts or subscriptions to discuss renewal options and offer value-driven solutions
• Offer tailored solutions, including promotions, discounts, or upgrades, to customers considering cancellation or downgrades
• Other reasonable duties as assigned

Qualifications & Experience

• -Proven experience in a customer service role, preferably in the telecommunications or technology industry
• -Strong problem-solving, multitasking, and time-management skills
• -Excellent verbal and written communication abilities
• -Proficiency with computer systems and customer service software
• -Ability to work flexible schedules, including evenings, weekends, and holidays

If you thrive in a fast-paced environment and enjoy helping others, we encourage you to apply online for this rewarding opportunity. Please visit www.rfnow.com/careers/ to view our job opportunities.

RFNOW Inc. is an equal-opportunity employer. We welcome applications from people from all backgrounds and capabilities. Applicants are welcome to request necessary accommodations throughout our employment process.

About RFNOW Inc.

RFNOW Inc. is a successful, dynamic organization with opportunities to grow and specialize in a number of areas within the field of technology and construction including broadband wireless communication, fibre optics, network architecture/maintenance, directional drilling, cable plowing, line locating, tower building, residential and commercial service connections, and heavy equipment operation and maintenance. Learn more at www.rfnow.com