Job Description
Digital Advisor 3.5 3.5 out of 5 stars 36101 Fm 3159, New Braunfels, TX 78132 Hybrid work Full-time GVTC 13 reviews
Full-time Summary:
The Digital Advisor is a sales professional responsible for driving revenue growth, customer expansion, and retention across GVTC's residential customer base. The role serves as the customer's trusted guide to the connected home — internet, smart security, mobile, voice, and video — using the Trusted Advisor selling methodology and the Digital Harmony framework to identify needs, design tailored solutions and earn the long-term relationship. Digital Advisors are active across three sales channels: inbound (customer-initiated calls, email, walk-in), outbound (proactive customer expansion, retention, and prospect outreach), and door-to-door (targeted residential acquisition in priority subdivisions). The role is accountable for individual revenue, attach, and retention performance — not for call volume or talk-time metrics alone. This is a sales role, not a customer service role. Digital Advisors are expected to lead the customer conversation, recommend confidently, and earn business through expertise and trust, not by waiting for orders or transferring difficult conversations elsewhere. Essential Duties and Responsibilities Sales performance and revenue Achieve assigned monthly and quarterly targets for revenue, gross adds, attach rate, upgrades, and retention saves. Drive new customer acquisition through inbound, outbound, and door-to-door channels with equal proficiency in each. Identify and execute expansion opportunities on existing customer accounts — product attach, speed upgrades, bundle expansion, security additions. Convert inbound contacts of any type (sales, service, billing inquiry) into qualified opportunities to deepen the customer relationship where appropriate. Maintain individual performance against the published commission plan, including amplifier behaviors (bundle depth, security attach, speed tier, existing-customer expansion). Trusted Advisor selling methodology Apply the Trusted Advisor framework on every customer interaction: Rapport, Discovery, Single Recommendation, Cross-Sell, Close. Lead with discovery, not pitch. Understand how each customer lives, works, streams, games, and uses connected technology before recommending solutions. Make a single, confident recommendation aligned to customer needs — not a menu of options that defers the decision back to the customer. Position bundled solutions and the Digital Harmony of integrated products (internet, security, mobile, video, voice) as the default, with single-product configurations as the exception. Ask for the referral on every closed sale through the Friends & Family program. Attend regular Trusted Advisor training and ongoing methodology refreshes. Connected home expertise Maintain expert-level knowledge of GVTC's residential product portfolio: internet, ExperienceIQ, Outdoor Wi-Fi, ConnectHome, Arlo and smart security, mobile, voice, IPTV, and value-added services. Stay current on the broader broadband and connected-home industry: competitive offers, emerging technologies, smart home trends, mobile carrier dynamics, streaming and content shifts. Translate technical product specifications into customer-relevant outcomes ("what this does for your household") rather than reciting features. Coordinate with technical support, network operations, and installation teams to ensure seamless customer experience from sale through activation. Execute proactive outbound campaigns assigned by Lifecycle Marketing — win-back, attach, upgrade, re-contracting, retention triage with disciplined follow-through and accurate disposition coding. Work weekly at-risk customer triage lists to intercept churn intent within the actionable save window. Identify and act on competitive-loss signals through proactive counter-offer motions. Build long-term customer relationships rather than transactional interactions. Operational discipline Enter and manage service orders accurately: new connects, moves, changes, upgrades, and disconnects. Validate personal commission earnings against the published plan and submit timely disputes through defined channels when needed. Document all customer interactions with accurate dispositions to support measurement, attribution, and pipeline analysis. Maintain compliance with GVTC policies, regulatory requirements, and approved offer/pricing structures. Participate in required training, methodology certification, team meetings, performance reviews, and cross-training. Required Knowledge, Skills, and Abilities Sales capability Demonstrated ability to lead sales conversations with confidence — in person, on the phone, at the door, and through electronic communication channels. Comfort with consultative, needs-based selling methodologies. Track record of meeting or exceeding individual sales targets in a sales performance management environment. Strong objection handling, with the discipline to ask the close question and the patience to earn it rather than push. Comfortable initiating outbound conversations with customers and prospects who did not initiate the contact. Product and industry knowledge Expert-level understanding of residential broadband products, internet speed tiers, and Wi-Fi performance fundamentals. Working knowledge of connected home ecosystems: smart security, mobile/cellular, voice, video, streaming, and home automation. Awareness of competitive landscape including ILEC, cable, fixed wireless, and fiber overbuilder dynamics in GVTC service areas. Ability to explain technical concepts (latency, throughput, mesh coverage, security architecture) in language customers understand. Communication and relationship building Excellent verbal and written communication across channels (phone, email, chat, in-person). Active listening skills with the discipline to let the customer talk before recommending. Professional presence and appearance, especially for door-to-door and in-person customer interactions. Ability to read customer energy, adapt tone and pace, and build genuine rapport quickly. Strong empathy with the discipline to de-escalate displeased customers and convert difficult conversations into productive ones. Operational and technical Proficient with CRM, service order, and quoting platforms; able to navigate multiple systems simultaneously while engaging the customer. Comfortable with self-directed schedule management across inbound queue time, outbound calling, field activity, and administrative work. Detail-oriented with commission accuracy, order entry, and customer record maintenance. Reliable, accountable, and self-motivated — able to maintain performance with limited day-to-day oversight. Qualifications Education and experience High School Diploma or GED required, some college preferred. Minimum 2 years of sales experience in telecommunications, technology, smart home, or related consultative-sales environment preferred. Demonstrated experience with consultative selling methodologies preferred. Experience with door-to-door, field sales, or in-home consultative selling preferred but not required; GVTC will train. Working conditions Hybrid work environment:
regular in-office collaboration, training, and team meetings; Remote work flexibility is available and reviewed regularly based on individual performance against role expectations. Field activity in assigned subdivisions and service areas for door-to-door and in-home customer engagement. Ability to work flexible hours including some evenings and weekends to align with customer availability. Valid driver's license and reliable transportation required for field activity. Physical demands Extended periods of seated work at a computer with headset for phone-based selling. Periodic walking, standing, and outdoor activity for door-to-door and field sales. Performance measurement The Digital Advisor role is measured against revenue and outcome-based KPIs aligned to the published commission plan and quarterly business objectives. Primary metrics include:
Monthly revenue and RGU performance against target Attach rate (security, mobile, video, voice) on new broadband sales o Bundle depth at sale (single-product, dual-product, triple-play, quad-play) o Existing-customer expansion (upgrades, attach to base) o Retention save rate on at-risk accounts o Customer satisfaction and quality metrics (call quality, post-sale survey scores) o Methodology adherence (Trusted Advisor coaching scorecard) o This role does NOT primarily measure call volume, average handle time, or queue adherence. Operational metrics are managed by the supervisor; the Digital Advisor is held accountable for outcomes. Compensation Digital Advisors are compensated through a base salary plus variable commission structure with amplifiers for the behaviors most aligned to GVTC's strategic priorities: bundle depth, security attach, speed tier, and existing-customer expansion. Full plan details are documented in the current Residential Sales Commission Plan. Acknowledgement This job description outlines the principal duties of the Digital Advisor role and is not intended to be an exhaustive list. Other duties may be assigned by the supervisor. This description may be updated as the role and the business evolve. Application Question(s): What are your salary requirements? (Response required) Will you be able to pass the HR drug/alcohol screening? Ability to Commute:
New Braunfels, TX 78132 (Required) Work Location:
Hybrid remote in New Braunfels, TX 78132
