Description“We Push the Boundaries of Possibilities for our Communities.”Overview of the Position Responsibilities : The Business Customer Experience Specialist II is responsible for inbound service calls for enterprise level business customers. This role will make inbound and outbound calls. Works with enterprise level customers to find resolutions in a timely manner. If this sounds exciting, please read on.Be part of our innovation- building and delivering a fiber-rich internet connection to people's doorsteps.What You Will Do:
Respond to inbound and outbound calls to support enterprise level customers.
Work across multiple departments within the organization and effectively communicate information, build partnerships, and demonstrate the Bluepeak approach while achieving timely results.
Respond to Business Customer Experience Specialist Tier I network questions and hosted voice questions via tickets and phone calls.
Communicate appropriate options for resolution in a timely manner.
Follow-up with customers to confirm resolution of issues or to follow-up with additional troubleshooting steps.
Follow assigned schedule to ensure accurate phone coverage.
Communicate the need to escalate calls to assure resolution of issues.
Maintain working knowledge of department and stay current with latest policies
Maintain accurate record keeping for department as needed
All other related duties as assigned.
What You Will Need:
High School diploma or GED required.
Advanced customer service and time management skills.
Excellent verbal, written, and presentation skills.
Great organizational and interpersonal skills.
Ability to maintain professionalism in challenging and/or changing situations.
Must be able to pass a background and drug test prior to employment.
MS Office Suite: Outlook, Powerpoint, Word, Excel, OneNote.
Experience with SalesForce, Ticket View, ICOMs, RPX and advanced troubleshoot techniques preferred.
Prolonged periods of sitting at a desk and working on a computer.
Regularly required to talk and hear.
Required to use hands, handle objects and paperwork.
Required to use close vision and be able to focus.
Required to refrain from personal use of technology during working hours.
Must be able to operate office equipment including but not limited to telephone, headset, computer, and printer.
Required to lift up to 5lbs at a given time.
Must have reliable transportation.
Why Work at Bluepeak?
Competitive Compensation + Annual Bonus Eligibility
Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
Professional Development With an Emphasis on Internal Promotion
Employee Discounts on Bluepeak Services, Including Internet
Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!
About UsWe believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)