Customer Experience Representative

Aspen Fiber Networks, a leading information technology solutions provider, is seeking a motivated and enthusiastic individual to join our team as a Customer Exprerience Representative. In this hybrid role, you will play a critical part in both developing customer relationships and delivering exceptional service and support.

As a Customer Experience Representative, you will interact with potential and existing customers to understand their needs, promote our services, and resolve inquiries. Your goal is to enhance customer satisfaction, nurture leads, and identify opportunities to improve our services. This is an excellent opportunity for individuals who excel in communication, customer relations, and sales support

Responsibilities

• Engage with potential customers to identify their needs and align them with our solutions
• Respond promptly to customer inquiries . via phone, email, and chat.
• Provide accurate information about products, services, and company policies.
• Schedule appointments and meetings between customers and the sales team.
• Assist with order processing, billing inquiries, and account management.
• Utilize CRM software to manage leads, track interactions, and analyze customer behavior.
• Follow up with customers to ensure their needs are met and issues are resolved.
• Collaborate with cross-functional teams to address complex issues and provide solutions.
• Develop and refine sales materials, presentations, and outreach strategies.
• Engage with potential customers to identify their needs and align them with our solutions.
• Respond promptly to customer inquiries via phone, email, and chat.
• Provide accurate information about products, services, and company policies.
• Schedule appointments and meetings between customers and the sales team.
• Assist with order processing, billing inquiries, and account management.
• Utilize CRM software to manage leads, track interactions, and analyze customer behavior.
• Follow up with customers to ensure their needs are met and issues are resolved.
• Collaborate with cross-functional teams to address complex issues and provide solutions.
• Develop and refine sales materials, presentations, and outreach strategies.
• Participate in training sessions to enhance product knowledge and customer engagement skills.
• Document customer interactions and provide feedback to management on customer trends and needs.

Requirements

• Strong verbal and written communication skills with the ability to build rapport.
• Proven experience in customer service, sales, or related fields.
• Basic understanding of sales principles and customer relationship management (CRM).
• Proficiency in using CRM software and MS Office (Word, Excel, Outlook).
• Excellent problem-solving and critical-thinking abilities.
• Ability to handle challenging customer interactions with professionalism and patience.
• Self-motivated, goal-oriented, and able to manage multiple tasks effectively,. 
• High school diploma or equivalent; additional education in business, customer service, or a related field is a plus.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Free Food & Snacks