Franchise Market Specialist
CurrentProvides a third tier of customer support, responding to escalated customer service calls in a timely and accurate manner with a high level of empathy, professionalism and respect.Responds to inbound calls or email requests and initiates outbound calls to resolve complex issues, including escalated customer issues and unresolved customer accounts that require additional research.Handles inbound sales inquiries from potential customers inquiring about the Company’s services and prices.Configures quotes for new customers and price and service changes for existing customers.Handles inbound retention inquiries from existing customers, discussing pricing and service options in order to maintain their services.Follows up on web leads and municipal leads to offer services and create sales.Serves as a primary resource for others on customer issues, facilitating the timely and accurate exchange of information.Effectively responds to customer escalations, including, but not limited to, service changes and issues with billing and equipment.Returns all internal/external calls, emails, and faxes in a timely manner, ensuring that customers’ concerns are understood and resolution is clearly explained.Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner. Enters service and route data into Company system for billing and route scheduling purposes.Exemplifies high levels of quality, productivity and efficiency in a manner consistent with continuous quality improvement.
