AddressIntern - Customer Experience
EOE Statement Greenlight Networks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Greenlight Networks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Greenlight Networks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national origin, disability status, veteran status, domestic violence victim status or any other characteristic protected by the laws or regulations in the locations we operate. Greenlight Networks will not tolerate discrimination or harassment based on any of these characteristics. Greenlight Networks encourages applicants of all ages.
Category Customer Experience
Description
Greenlight Networks, a growth technology company with a mission of connecting communities by delivering the best internet experiences, is seeking a motivated and detail-oriented summer intern to join our Customer Experience team to make a meaningful impact to the organization from a customer perspective. You will play a crucial role in providing exceptional support to our customers and improving the overall Customer Experience.
What you’ll do:
Serve on the customer journey team and provide input to different processes to improve the Customer Experience.
Assist the Customer Experience team in analyzing and reporting on the “voice of the customer” surveys. Provide feedback to the Customer Experience team on process improvements.
Support the Customer Experience team by providing data input and analytics of customer interactions. Including metrics for disconnects, cancellations, upgrades & downgrades.
Pull data from different systems to analyze and make decisions to improve the Customer Experience.
Create articles and training documents for our intranet, work with multiple internal committees to assist in proofreading email templates and managing multi-dwelling unit customers.
Assist the Customer Experience team in establishing a customer ambassador program.
Develop and manage the return and pick-up process of customers ONT devices.
Assist the customer service supervisor in reviewing candidates for hire into concierge and service delivery roles.
Utilize this internship to critically evaluate our operational processes.
What you’ll Gain:
Experience learning how to think about business issues from all perspectives, including through the lenses of the Customer Experience.
Understanding what a customer journey is in a consumer driven business.
Learn how different functions within a business impact a customer’s journey and how to manipulate activities to drive customer satisfaction.
Experience working in a cross-functional role and learning from experts in Customer Experience, marketing and revenue assurance, and other areas of a business.
Understanding different career paths in customer service /experience and marketing.
How customer service plays an integral role within a business driving profitability and growth.
Development of analytical skills to approach complex business issues in a methodical and thoughtful way.
This is a paid internship position. The rate of pay is between $16.00 - $20.00 per hour and will be compensated weekly.
Position Requirements
What We’re Looking for:
Interest in the overall Customer Experience and improving the voice of the customer.
Strong organizational and documentation skills.
Strong writing skills
Good communication and collaborative skills.
Previous experience in MS Office tools (Excel, Word, PowerPoint, etc.)
Ability to work well in a team.
Detail-oriented with a focus on accuracy.
Full-Time/Part-Time Contingent
Location Rochester
About the Organization Greenlight Networks is an ultra-high-speed, broadband service provider, offering residential and small business customers Internet speeds up to a 2 Gigabit per second. Based in Rochester, NY and founded in 2011, the company builds, owns and operates its fiber-optic networks to provide amazingly fast Internet connections to its customers. For more information on the company, visit GreenlightNetworks.com or find it on Facebook.com/GreenlightNetworks, and @GreenlightFiber on Twitter.
This position is currently accepting applications.
