Customer Experience Specialist - Luminate Broadband

Who we are

The Yampa Valley Electric Association (YVEA) founded Luminate Broad in 2019 with the belief the communities of the Yama Valley require a world-class telecommunications capability to remain vital, and the knowledge if they did not provide it no one else would.

Service to the community is Luminate's highest calling. Its dedicated employees are determined to build a 100% fiber option network, delivering opportunities for commerce, healthcare, education, entertainment, and more. With the backing of YEVA, Luminate is creating the telecommunications infrastructure necessary to sustain vibrant communities for decades to come.

The role

The Customer Experience Specialist (CES) educates potential customers by phone or in person on the benefits of fiber while providing an exceptional customer experience to current customers. CES's deliver friendly and informative service around billing questions, basic technical support, and service area availability timelines. You will also engage with customers to understand their internet needs and present them with tailored upgrades to our high-speed fiber internet plans. Your goal is to enhance their experience by offering higher-tier plans or complementary services that cater to their specific requirements.

Key responsibilities

• Fills out signup forms, determines charges for service requested, collects deposits, prepares change of address records, and issues discontinuance orders in person and by telecommunications daily.
• Provides cashier services for collecting payments, deposits or other monies including MR Invoices; issues receipts and assigns amounts to proper accounts.
• Reconciles daily cash collections, balances cash stubs, entries on cash collection sheet, and funds against cash drawer; prepares daily bank deposits.
• Initiates mass payment processes including Remit, manually entered batch check payments, autopay ACH and recurring credit card.
• Run and review monthly billing reports and processes by specified dates to accurately create bills, locate and contact delinquent accounts with information about our disconnection process. Perform disconnects per our policy and process.
• Consults with potential customers in person and by phone to understand their needs to suggest equipment, products, promotions, or services that will meet those needs daily.
• Utilize effective sales techniques and strategies to secure upgrades and close sales while providing exceptional customer service.
• Addresses complaints concerning billing or services rendered by phone, email, and in person, referring complaints to designated departments for investigation, weekly to ensure customer concerns are resolved.
• Follows up with customers after completion of service calls and/or tickets weekly to confirm satisfaction with service.
• Complete residential phone requests, phone porting from other carriers, and new number requests weekly using RPX Momentum software.
• Assist monthly with marketing materials, attend events to promote and answer questions about product offerings.
• Executes basic troubleshooting/technical support through knowledge learned on the job to guarantee customer satisfaction with product. Escalating complicated issues to the appropriate team member daily.
• Run monthly billing reports and processes by specified dates to accurately create bills, locate delinquent accounts, and collect automatic payments.
• Works with Engineering to assist with Business Sales inquiries, site visit scheduling, contracts, Invoicing for commercial accounts.
• Other duties as assigned.

Key skills and experience required

Skills

• Capable of consistently providing an exceptional customer experience
• Self-motivated with the ability to multitask and shift focus quickly.
• Strong verbal communication, data entry, cash handling, and problem-solving skills
• Skilled in logically working through problems.
• Ability to learn and grasp new concepts on the job
• Ability to work independently and on a team to accomplish common goals
• Capacity to establish priorities and meet deadlines
• Enjoy working with a variety of people and personalities
• Solid knowledge of Microsoft products and managing an email inbox

Experience

• High school diploma or GED required
• Preferred 2 years of customer service experience

Perks at work

• Retirement Plan: Your success is our success. We provide a base contribution of 5% and will match your 401(k) contribution up to 4%.
• Health and Well-being: A healthy you is a healthy us. For each preventative exam you and your dependents complete we will deposit extra cash into your checking or health savings account.
• Benefits: Include medical, vision, and dental, and life insurance for you, your spouse, and child. We encourage enjoying your time outside of work with a generous PTO accrual and 10 paid holidays.
• Education Assistance: Enjoy learning? We promote that with our Education Assistance Policy to aid in your tuition costs.
• Safety: Never driven in the snow before? We pay for you to attend the Bridgestone Winter Driving School

Candidates must pass a drug screen, excluding THC.