Brookings Municipal Utilities

Swiftel Communications

Job Description

Job Title: Inside Sales Representative

Department: Swiftel

Reports To: Customer Sales & Support Coordinator

FLSA Status: Nonexempt; Full-time

Wage Range: $18.58-$24.77 per hour

Under the direct supervision of the Customer Sales & Support Coordinator, this position is responsible for providing exceptional customer service and support on a range of telecommunication services and product offerings. This position is responsible for processing service upgrades, new service activations, and equipment purchases. Support the mission statement of Brookings Municipal Utilities.

1. Engage with potential and existing customers to assess their telecommunications needs and provide information concerning all products and services offered by Swiftel Communications.
2. Proactively sell products and services available to both residential and business customers. Identify opportunities to upsell or cross-sell telecommunications products based on customer needs and preferences.
3. Conduct outbound calls to follow-up on existing leads provided by marketing campaigns.
4. Assists new customers in completing contracts for telecommunication services and utility services when necessary.
5. Accurately process service orders for new service activations, schedule service order appointments, and process equipment purchases.
6. Collaborate with other departments to ensure a seamless customer experience and resolution of customer issues.
7. Address and resolve customer complaints in a professional and timely manner, escalating issues to appropriate departments when necessary to ensure a timely resolution.
8. Compile, verify, and accurately input information into required databases, including but not limited to directory information, Personal Interexchange Carrier (PIC) information, and port requests.
9. Ensure the accuracy and completeness of customer records.
10. Perform administrative and receptionist duties, including greeting and assisting customers and visitors, managing incoming calls, and providing general administrative support as needed.
11. Process customer payments and ensure the accuracy of the cash drawer by reconciling transactions at the end of the day.
12. Initiates self-study to stay informed about Swiftel products, services, including features, pricing, promotions, and technical specifications along with keeping up to date with competitors’ offerings.
13. Assists with the development and maintenance of store front display and materials and the creation of promotional and marketing materials as assigned.
14. Performs other duties as assigned.

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

1. Associate degree in business, marketing, or sales management or an acceptable combination of education and experience in retail sales and customer service.
2. Knowledge of or ability to learn features and applications of telecommunications products and services offered by Swiftel.
3. Ability to communicate effectively and work well under pressure.
4. Ability to deal with multiple projects, objectives, and deadlines.
5. Must be able to provide professional and friendly interaction with customers.
6. Proficiency in phone communication, strong organizational skills, accurate keyboarding abilities, and the ability to maintain confidentiality are essential.
7. Must possess or have the ability to become proficient in Microsoft office along with company designated software platforms.
8. Knowledge of general office practices, procedures, and office equipment.
9. Excellent communication and interpersonal abilities.
10. Ability to review and analyze records.
11. Ability to assess and understand customer needs and provide solutions in a prompt and courteous manner.
12. Ability to attend and desire to obtain company-provided continuing education opportunities.
13. Ability to continually assess this position and provide suggestions to enhance the effectiveness of Swiftel Communications operations.
14. Ability to work with co-workers as a supportive team member.

Language Skills

1. Strong verbal and written communication skills with the ability to articulate complex concepts clearly and persuasively.
2. Ability to communicate, establish and maintain an effective working relationship with co-workers, vendors, and the public.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

1. Frequently required to stand; walk; sit; speak; hear; use hands to handle or feel; and reach with hands and arms.
2. Occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
3. Specific vision abilities required by this job include close vision.
4. Occasionally lift and/or move up to 15 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.

1. While performing the duties of this position, the employee works in an indoor office environment.
2. Normal indoor conditions of heat, humidity, and dust.
3. Position involves regular contact with other employees and members of the public.
4. The noise level in the work environment is usually minimal.

The performance standards described here are representative of those that must be met by an employee performing the essential functions of this position. These are largely based on industry standards for the position.

1. Employee is expected to meet performance standards communicated by the supervisor.
2. Employee is required to adhere to the guidelines presented in the Personnel Policy Manual.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Nothing in this job description restricts management's right to assign or reassign the duties and responsibilities of this job at any time.

3/5/2024

Date Approved