Job Title: Retail Store Associate
Reports To: Customer Service Supervisor

FLSA Status: Non- Exempt

Department: Customer Experience

Benefit: Eligible

POSITION HIGHLIGHTS

As a Retail Store Associate, you’ll be the face of Blue Stream Fiber, providing personalized interactions with our customers. You’ll deliver excellent customer service while being courteous and knowledgeable of the full suite of Blue Stream Fiber products and services. Being courteous takes on new meaning in today’s environment – it is more than just service with a smile. It is creating a meaningful connection between each customer and our brand. Your ability to provide an effortless experience will be rewarded as you work to meet key objectives.

What your responsibilities will be:

• Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
• In addition to in-person customers, you will assist the Customer Experience Team handling live chats or phone calls from our customers, addressing billing inquiries, account questions, and basic trouble-shooting tasks.
• Communicate with leadership regarding concerns brought up by customers.
• Be flexible and open to change.
• Available during office hours, Mon-Friday 8:30am-5pm.

What you bring to the table:

• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
• Very comfortable working with computers, multiple screens, customer databases.
• Can clearly communicate and explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.
• Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving.
• Has a keen awareness of maintaining company policies and procedures while applying sound judgment within scope.
• Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse upset customers.
• Demonstrates ability to achieve established goals and performance metrics.
• High focus on attendance and being punctual. Office is open Mon-Friday 8:30am-5pm.
• Ability to work independently but seek leadership support when necessary.

General Qualifications:

• Must be able to read, write and speak English.
• Ability to effectively present information and respond to questions from customers and technicians.
• High School Diploma or equivalent
• 2 years related experience.
• Customer/Client Focus – you enjoy solving problems and helping customers.
• Flexibility and Adaptability.
• Teamwork Capacity.
• Technical Capacity – comfortable learning new systems and a fast learner.
• Typing- minimum 25 wpm.
• Punctual and Good Attendance

Key Competencies:

• 
  Accountable – Take ownership and commit to get it right, the first time.
• Inclusive – Able to work in a collaborative style that highlights strengths, pushes you to reach your highest potential, and ensures an enjoyable and rewarding experience for all.
• Innovative – Be resourceful, creative, hungry, humble, and smart to develop world class products, services, and solutions.
• Respectful – Hold every assignment with regard for our customers and each other.
• Integrous – Be open, honest, and transparent with yourself, coworkers, customers, and stakeholders in every action.
• Diverse - Embrace unique thought processes to assist in making well-rounded decisions that ultimately benefits our team and our customers.

Physical Demands/Working Conditions:

• Retail environment
• Exposure to moderate noise level
• Work hours and travel to other locations as business needs dictate
• Handle a physically demanding job, lifting up to 35 lbs.
• Ability to stand for prolonged periods of time
• Professional attire and appearance

Why Join the Blue Stream Team?

Blue Stream Fiber has been in business for over 40 years, servicing Florida with amazing Internet, TV, and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed Wi-Fi, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology. As our company grows throughout the state, our support staff needs to grow and evolve, and that is exactly why we need you. At Blue Stream Fiber we take a customized approach to ensure our customers are at the center of every decision we make, all the while developing each of our team member’s strengths and experiences.

People

We take our role as trusted industry experts very seriously. We provide communities and our neighbors with reliable fiber infrastructure to offer world-class internet, TV and phone products and services that enrich lives, while providing a personalized customer experience from a local team that cares. We are a united team that operates following a clear set of core values that guide us in our everyday actions.

At Blue Stream Fiber we celebrate diversity by employing people of diverse backgrounds, experiences, and unique thought processes. Blue Stream Fiber’s success is cultivated by a culture that empowers all employees to fulfill their professional goals.