• Provides guidance, under direction of the Customer Service Supervisors or Manager, to Specialist to help resolve difficult or unusual situations; provide on-the-job training for Customer Service on all work methods and procedures and leads training with new initiative deployments.• Aids the Customer Service Supervisor by working with Customer Service Specialist and Cashiers for training and helping to prioritize work; monitoring workload and phone queue; and providing back-up for Supervisors as needed.

• Provides accurate, detailed, and timely responses to inquiries from the public, to include both electric and broadband customers, agencies and business partners, with a variety of information regarding multiple services and service levels. This includes but is not limited to, responding to questions regarding new customer connects and disconnects, service packages and related fees, processing service changes, billing questions and similar scenarios. Conducting all work in a professional, courteous, and civil manner with a helpful and friendly approach.• Processes and records a variety of basic accounting transactions based within CDE Lightband billing rates and software, including establishing and closing customer accounts, entering transactions, processing transactions, retrieving account data, balancing cash receipts, and preparing related records.• Works to maintain customer relationship by proactively identifying sales opportunities by utilizing knowledge of broadband incentives, equipment, and options available; Informs potential customers of potential equipment and package options for Broadband services; Identifies Opportunities for selling additional services available; while maintaining a friendly, professional, and courteous demeanor to always provide proactive customer service.

• Monitors associate calls and activities, providing feedback as necessary to ensure quality and consistency in customer service delivery, and proper handling and adherence to policies and procedures.• Provide training to momentum coaches and supervisors to ensure they are calibrated and in accordance with the most recent processes, evaluations, and call flow updates.• Participates in quality calibrations by providing feedback on call quality and input on technical and customer service skills development for associates. Collaborated closely with team members and management to create new programs and events to help incentivize and improve the efficiency of associates.

• Provided technical roadside support for Ageros' client base consisting of car rental agencies and their renters while simultaneously fulfilling the contractual financial obligations set by Ageros' client base.• Assisted with Tier 1 support, by providing guidance and solutions to any problems an agent may have. Handled escalations from associates and approved additional fees for service providers outside of their contractual obligations to ensure customer satisfaction.

Responsible for providing business level customer support for a wide variety of clients (Consumer, Small, Global and Enterprise accounts) for any telecommunications need (troubleshooting, billing, sales, ordering) using proprietary software, data entry and keeping up to date with our clients' current promotions and offerings.

My duties included providing customer service in any way, shape, or form for our retail customers. Answering any questions or concerns some one may have, as well as stock merchandise and "zone" it (putting the product in a front facing position neatly on the shelves). I was also "flexed" skilled, being capable of assisting other jobs within the store as needed. (Such as cashier, unloading product delivery trucks, and more).