I. POSITION SUMMARY:

The Residential Sales Consultant serves as the primary point of contact for new and existing residential customers both over the phone and in-person at BTC Broadband’s office. This position is responsible for promoting and selling residential Internet and phone services, providing exceptional customer service, and ensuring customer satisfaction throughout the sales and installation process.

II. ESSENTIAL FUNCTIONS:

A. Customer Interaction & Support

• Serve as the first point of contact for incoming calls and walk-in customers.
• Listen to customer feedback and concerns, identify needs, and provide accurate product and service information.
• Research customer issues and ensure timely, professional responses.

B. Sales & Order Processing

• Promote and sell BTC Broadband services and products to new and existing customers.
• Enter and process service orders, set deposits (as needed), and schedule installations.
• Review customer accounts for accuracy and ensure timely service connections.

C. Account Maintenance & Customer Care

• Handle customer requests for account changes, complaints, and billing updates.
• Complete directory and E911 updates, open trouble tickets or refer customers to appropriate departments when necessary.
• Maintain accurate billing and subscriber records, including service orders, charges, credits, and adjustments.

E. Communication & Documentation

• Prepare and send service agreements, welcome letters, and installation communications.
• Ensure all correspondence and records are professional, accurate, and timely.

F. Marketing & Community Engagement

• Participate in community events to promote BTC Broadband and generate sales leads (occasional weekends required).
• Monitor online sales leads on a rotating weekend schedule with team members.
• Conduct door-to-door sales efforts during new service launches or targeted campaigns.
• Make outbound calls to existing customers for contract renewals or upgrades.

G. Team Support & Additional Duties

• Communicate with the Sales Manager and team to ensure sales call queues are adequately covered.
• Perform other related duties as assigned by management.

III. EDUCATION, EXPERIENCE, AND SKILLS:

A. Education

• High school diploma or equivalent required.

B. Experience

• Minimum one year of customer service experience in a broadband, telecommunications, utility, retail, or call center environment.

C. Skills and Abilities

• Excellent verbal communication and interpersonal skills (phone and in-person).
• Proficiency with Microsoft Office and Internet applications.
• Ability to operate standard office equipment (computer, phone system, copier, fax).
• Strong attention to detail and ability to manage multiple tasks.
• Professional, courteous, and customer-focused demeanor.
• Ability to work effectively as part of a team and adapt to frequent interruptions.

IV. Additional Eligibility Qualifications:

A. Valid Oklahoma driver’s license and the ability to operate a motor vehicle appropriate for the job position.

V. PHYSICAL REQUIREMENTS:

• Seeing - Must be able to read reports and use computer: 75-100%
• Hearing - Must be able to hear well enough to communicate With employees and business contacts: 75-100%
• Standing/Walking: 0-24%
• Climbing/Stooping/Kneeling: 0-24%
• Lifting/Pulling/Pushing: 0-24%
• Fingering/Grasping/Feeling - Must be able to write, type, and use phone system: 75-100%

Working Conditions:

This factor measures the surroundings or physical conditions under which a job must be done and the extent to which those conditions make the job pleasant or less agreeable. Consider the local climate and or weather conditions along with the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

This job operates in a professional office environment. This role routinely uses standard office equipment.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer