Customer Advisor, Sales & Onboarding (Contract)

Ting Internet is a leading fiber Internet provider in the United States, delivering future-proof internet in over a dozen Ting Towns across the country.

As part of Tucows (NASDAQ:TCX, TSX:TC), Ting is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the internet!

The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!

At Ting Internet, our focus is on the customer experience. This starts and ends with our customer advisors. We promise to do it by having caring, courteous and inquisitive advisors who enjoy helping customers no matter how long it takes! We are experts in all things internet, from billing to solving problems with routing, Wi-Fi, streaming, fiber and more. We are looking for those who are skilled and passionate in these technologies.

This role is open to applicants residing near Ting Towns in California, Arizona, North Carolina, Maryland, Idaho, Colorado, and Virginia or in Toronto, Canada.

This is a 6-month fixed-term contract with a possibility to extend and/or go permanent. 

About the Opportunity: 

Our Customer Order Support & Sales Advisors are the first point of contact for potential customers. Consumers and businesses reach out to inquire about our fast fiber internet services, seeking information on service benefits, pricing, construction timelines, installation appointments, and billing inquiries. The ability to establish rapport, assess customer needs, and provide appropriate solutions is key to converting inquiries into successful orders and ensuring a smooth onboarding process that results in a happy and loyal customer.

What You Will Be Doing:

• Handling inbound calls and chats while making outbound calls to current and future customers to answer inquiries, book appointments, and provide general support.
• Updating and maintaining accurate customer information in our systems.
• Coordinating with various teams, including Field Installation, Technical Support, and Enterprise Sales, to ensure seamless order fulfillment.
• Using multiple software tools (Slack, G-Suite, Amazon Connect etc.) to manage the order life cycle and deliver an exceptional customer experience.
• De-escalating customer concerns and providing effective solutions to enhance customer satisfaction.

What You Will Bring:

• A passion for technology, the internet, and delivering outstanding customer service.
• Previous sales experience in telecommunications, retail, or B2B environments, with a proven record of achieving key metrics and sales goals.
• Strong interpersonal, verbal, and written communication skills, with the ability to adapt your approach based on different customer interactions.
• Ability to lead conversations, ask the right questions at the right time, and guide customers toward the best solutions.
• Strong organizational skills and resourcefulness to efficiently manage daily tasks and follow up with customers after installations.
• Exceptional multi-tasking abilities, including handling customer conversations while updating records and using multiple tools.
• A proactive, adaptable, and solution-focused mindset, thriving in a fast-paced environment that requires handling multiple customer onboardings daily.
• Willingness to ask questions and continuously build knowledge of the technical environment in which customers operate.

Requirements:

• Minimum of 2 years of related work experience in a call center, technical support, or sales support environment.
• Post-secondary education or equivalent work experience.

Additional Assets:

• Ability to communicate in Spanish (verbal and written) is an asset.

The hourly pay for this position is based on an annualized range of $46,835 - $55,100 CAD for Canadian residents or $41,740 - $49,100 USD for US residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.

Want to know more about what we stand for? At Ting and Tucows we care about protecting the open Internet, narrowing digital divide, and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Learn more about Tucows, our culture and employee benefits on our site here.

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