What are the responsibilities and job description for the Executive Relations Specialist Tier I position at EarthLink?
Executive Relations Specialist Tier I
Position Summary: EarthLink is seeking an Executive Relations Specialist to join our Sales and Support team to provide customer service and support to our valued customers.
Responsibilities include providing customer service to EarthLink customers via phone and email. You will answer basic product, billing, technical and other customer service issues with a focus on problem resolution and customer retention. For this role, you will work closely with technical support, Product Support, and EarthLink Sales and Support management staff to ensure that issues are resolved and communicated with timeliness, professionalism, and with a focus on Earthlink’s values and goals.
We strive to constantly exceed expectations both internally and externally, while providing our customers with reliable and affordable products.
This is not a remote position. You must live within an hour of and be able to commute to our facility on a daily basis. All applicants must complete a background check and drug screen.
Essential Duties and Responsibilities:
- As an Executive Relations Specialist, you will be responsible for Customer Service activities on behalf of EarthLink. These will be inbound phone calls from consumers, and/or Executive escalations from the EarthLink management team.
- Manage numerous inbound interactions in a timely manner.
- Assist customers with customer service and issue resolution.
- Your goal is to establish rapport, deliver maximum value, overcome dissatisfaction, and manage issues from EarthLink customers with a goal of satisfactory resolution, customer retention, and relationship/reputation management while maintaining above average customer satisfaction scores.
- Troubleshoot advanced issues with customers EarthLink email, email clients and Internet service.
- Maintain thorough knowledge of EarthLink systems and products.
- Manage numerous inbound interactions in a timely manner.
- Assist potential customers with customer service and issue resolution.
- Understand customer needs and determine an appropriate course of action to meet those needs.
- Work under time constraints, and process information quickly and accurately.
- Engage with customers and build sustainable relationships by exceeding their expectations.
- Manage activities within statistical and operational guidelines and goals.
- Other duties as assigned.
Education/Experience/Qualifications:
- Sense of ownership and pride in your performance and its impact on EarthLink’s success
- Critical thinking and problem-solving skills
- High School Diploma or GED
- 1 years of customer service experience (preferred)
- 1 years of contact center experience (preferred)
Skills:
- Previous hospitality/customer service experience
- Strong customer service skills, including the ability to listen to the customer's needs and handle challenging interactions while maintaining a positive attitude.
- Good organizational skills
- Ability to work in a fast-paced and changing environment, process information quickly and deal professionally with customers of various experience levels and communication styles.
- Basic computer skills
- Strong strategic, conceptual, analytical thinking and decision-making skills
Supervisory Responsibilities: None
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment and routinely uses standard office equipment such as computers and phones.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
