Retail Sales Agent - Leesville, LA

Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.

The Company offers Suddenlink‐branded digital cable television, high‐speed Internet and voice services to residential and business customers across the western, midwestern and southern states. Additionally, for its business customers, Suddenlink provides targeted television and online advertising services.

Job Summary

Under limited supervision, the Retail Sales Agent IV assists customers primarily in person in order to provide information about Suddenlink products and services. Achieves sales objectives by identifying needs and selling services. Provides assistance with billing or service questions or problems, process payments, exchanges and/or issues Company equipment. Assists and mentors team members.

Responsibilities

• Provides quality internal and external customer service by representing the Company in a consistently courteous and professional manner.
• Resolves escalated customer issues of a complex nature
• Demonstrates a strong passion for selling Company products and services
• Meets and exceeds monthly revenue sales targets
• Generates and/or maintains departmental reports as required
• Assists other Retail Sales Agents and Supervisors as required
• Serves as a developmental resource for level I & II Retail Sales Agents
• Serves as a mentor to other team members, providing instruction, support and direction
• Communicates with other departments to troubleshoot system problems
• Maintains and computes individual and team statistics for management standards and sales
• Assists the Supervisor in scheduling resources to ensure departmental objectives are met
• Assists the Supervisor in maintaining consistency within the department by providing coaching and problem resolution when needed
• Provides input and suggestions related to process improvements
• Performs all duties of Retail Sale Agent I, II & III including:
• Performs the functions of a Retail Sales Agent to include initiating contact with customers and selling, resolving problems, answering questions, sending correspondence, and generating reports
• Accurately explains bills and Company policies and procedures concerning prices, billing and service
• Determines customer needs and educates customer in order to sell or upgrade services
• Accurately documents all sales/order activity via online database system
• Processes customer payments accurately and balances daily transactions according to established cash management procedures
• Collects delinquent accounts
• Demonstrates integrity while accessing customer databases and/or paper reference material to locate customer records and research account history
• Issues, receives, and maintains records of customer-premise equipment
• Troubleshoots service-related problems with customers; tests customer-premise equipment
• May contact customers regarding Company services
• Exercises positive and cooperative behavior that promotes teamwork
• Performs other duties as assigned

Essential Functions

• Ability to read, write and communicate orally
• Ability to persuade and influence
• Knowledge of sale techniques
• Ability to view reference materials
• Ability to use computer, keyboard, calculator, fax and other standard office machines
• Ability to stand and/or sit for extended periods of time
• Ability to bend, reach and twist
• Ability to lift up to 15 pounds

Qualifications / Requirements

• High school diploma or equivalent
• Proficiency in using a Windows-based computer
• Keyboarding skills
• Ability to prioritize and organize effectively
• Ability to multi-task
• Ability to work independently and with others

Preferred Experience

• Bi-lingual proficiency preferred in some locations
• Customer service and/or sales experience preferred

Working Conditions

• Retail office environment