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Customer Experience Agent

Position Summary

The CX Agent provides customer service, technical support, service provisioning, sales support, and retention services for DFT Communications residential customers.

This position serves as both a customer-facing CX representative and a technical resource. Responsibilities include assisting customers with account and service needs, processing payments, supporting sales and retention efforts, following up on leads, troubleshooting services, and provisioning and activating customer services.

The successful candidate will be customer-focused, technically capable, comfortable discussing DFT products and services, and willing to take ownership of customer needs through resolution.

Essential Duties and Responsibilities

Customer Experience & Sales

• Provide friendly, professional assistance to customers by phone, in person, and through other communication channels.
• Assist with account questions, billing inquiries, payments, service changes, equipment, and general customer needs.
• Process payments and customer account transactions accurately.
• Identify customer needs and recommend appropriate DFT products and services.
• Support retention efforts by understanding customer concerns and offering appropriate solutions.
• Follow up on leads, service inquiries, and other sales opportunities.
• Promote and sell internet, voice, mobile, and other available DFT services.
• Assist with mobile sales, activations, service questions, and related customer needs.
• Explain products, services, and technical information in clear, customer-friendly language.
• Follow up with customers when appropriate to confirm successful resolution, activation, or installation.

Technical Support, Provisioning & Installation Support

• Provision, configure, modify, and activate residential customer services.
• Troubleshoot customer internet, voice, connectivity, equipment, and service-related issues.
• Review service orders for accuracy, completeness, and technical readiness prior to installation or activation.
• Communicate with installers and field technicians regarding customer orders, service requirements, provisioning needs, and installation-related issues.
• Assist with dispatching or coordinating field resources when customer issues require an onsite visit.
• Provide remote technical assistance during installations as needed, including provisioning, activation, configuration, and troubleshooting support.
• Confirm services are properly provisioned and functioning following installation, repair, or service changes.
• Follow up with customers when needed to verify successful installation or resolution.
• Serve as a technical resource for more complex customer issues and coordinate with other departments through resolution.
• Identify recurring technical or process issues and recommend improvements.

Order Coordination & Documentation

• Manage assigned customer orders and service requests through completion.
• Coordinate service requirements with Customer Experience, Network Operations, Field Operations, and other departments.
• Maintain accurate documentation of customer interactions, orders, provisioning, troubleshooting, dispatch activity, and resolutions.
• Ensure customer and service information is accurately maintained in applicable systems.

Customer Experience Expectations

The CX Agent is expected to:

• Take ownership of customer needs from initial contact through resolution.
• Deliver a positive, professional experience during every customer interaction.
• Be comfortable discussing, recommending, and selling DFT products and services.
• Support customer retention and identify opportunities to strengthen customer relationships.
• Balance technical problem-solving with strong communication skills.
• Reduce unnecessary handoffs and customer effort.
• Communicate proactively and work collaboratively across departments.

Knowledge, Skills & Abilities

• Strong customer service and interpersonal skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to identify customer needs and recommend appropriate solutions.
• Ability to handle sales, retention, and lead follow-up conversations.
• Strong verbal and written communication skills.
• Ability to explain technical information in an easy-to-understand manner.
• Strong organizational skills and attention to detail.
• Ability to coordinate effectively with customers, installers, and internal teams.
• Ability to manage multiple priorities and know when escalation is appropriate.
• Ability to participate in on-call or after-hours support when required.

Preferred Qualifications

• Previous experience in customer service, technical support, telecommunications, or sales.
• Knowledge or experience with broadband, telecommunications, networking, voice, and VoIP technologies.
• Experience troubleshooting residential internet, voice, Wi-Fi, or related services.
• Previous sales, customer retention, or lead follow-up experience.
• Experience with CRM, billing, provisioning, ticketing, dispatching, or network management systems.

Measures of Success

Performance may be evaluated based on customer satisfaction, retention, sales and lead conversion, mobile sales, provisioning accuracy, successful service activations and installations, technical issue resolution, order completion, documentation quality, and overall ownership of the customer experience.

Role Philosophy

The CX Agent is both a customer experience professional and a technical resource.

Success means being equally willing to help a customer make a payment, discuss an upgrade, retain an at-risk customer, follow up on a sales opportunity, support an installer, or troubleshoot and resolve a technical issue.

Technical capability and customer interaction work together to provide customers with a knowledgeable, efficient, and complete DFT experience.

DFT Communication is proud to be a longstanding community partner of families and businesses in Western New York. We are a family of companies linking neighbor to neighbor, friend to friend and business to business. Over 125 years, we’ve upgraded equipment, expanded services and added subscribers. DFT has proven itself as a premier service provider in Chautauqua County, throughout Western New York, and parts of Pennsylvania.