Consumer Sales Representative

Company: Hawaiian Telcom

General Information
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Not Specified
Not Specified
Job Description Primary Purpose:

Contributes to revenue growth by selling telecommunications products and services through diligent, customized sales efforts on consumer customer contacts when appropriate. Serves as principal link between the company and residential customers. Receives and initiates consumer customer contacts by telephone, correspondence, and occasional personal contact. Ensures customer satisfaction by handling requests for new consumer service, additional service, discontinuance of service, complaints and inquiries regarding service, rates, regulations and policies. Updates customer records of equipment and service; establishes credit information and effects collection of delinquent accounts. Performs other related, marginal duties as required.


Essential Duties/Functions:


Duties include but are not limited to the following:


Recommends and sells Hawaiian Telcom products and services to achieve established sales objectives. Asks questions and listens for clues to determine customer requirements and explains how company services will benefit the customer. Accepts customer orders and quotes appropriate rates for single-line service. Determines customers' communication requirements and offers recommendations for satisfying such product and service needs. Handles customer inquiries and requests regarding pending orders, service offerings, rates, charges, general billing matters, regulations, policies, procedures, and other related information. Answers customer calls regarding residence service billing and credit, collections and payment arrangements. Such calls also include toll inquiries, bill explanations, single line equipment charges, etc. Initiates correspondence to customers to convey information regarding service orders, new offerings, rates and charges and other related matters. Initiates telephone calls and issues correspondence for purpose of effecting collection of delinquent customer accounts. Researches and prepares itemized statements for customers and filing of bankruptcy claims. Coordinates and cooperates with other operating and administrative groups as required to accommodate service demands and requirements. Maintains various records. Performs routine posting and filing activities. Prepares and issues general correspondence. Issues vouchers through billing systems. Conducts special analyses and investigations to satisfy customer and company initiated inquiries. Uses judgement in negotiating customer affecting issues (due date, credit issuance, etc). Makes decisions based on interpretation of procedures and specialized knowledge. Able to perform multiple tasks simultaneously, such as operating a computer with speed and accuracy while holding telephone conversation. Accountable for meeting established productivity and behavioral standards such as customer satisfaction, revenue generation based upon sales incentive plans (meet sales goals), call handling time, order quality, billing accuracy, and attendance.  

Employee Qualifications:


Tests - Results obtained in standard tests for this position must meet minimum requirements established by the testing program. ·         Ability to meet data entry skills requirements.


Physical Demands: ·         Ability to hear and speak naturally and pleasantly over the telephone and/or in person.

·         Possess proper grammatical and legible written communication skills.

·         Ability to perform duties while wearing a headset.

·         Ability to perform job duties including seeing/hearing; fingering/feeling/handling/reaching; must be able to retrieve material stored lower/higher than seated height; must be able to retrieve materials located on shelves at or above standing height; lifts 10 pounds maximum, emphasis on sitting (sedentary work).

·         Tolerance for constant viewing of computer screen

·         Basic keyboard skills; alpha and numeric


Mental Demands: ·         Requires alertness and attention to detail.

·         Add, subtract, multiply, and divide numbers with emphasis on accuracy


Working Conditions:

Indoor office work. Uses standard office furniture and equipment. Tour of duty may include evenings and weekends. Subject to occasional overtime.  

Equal Opportunity Employer: disability/veteran

Job Requirements