Job description

Job Title: Customer Service Representative Department: Call Center
Reports to: Customer Service Manager

Job Summary:

Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service. Remote work available.

Duties/Responsibilities:

• Respond to customer inquiries.
• Utilize company interface, tools, and resources to assist in general billing and customer service inquiries.
• Self-motivated and reliable including during high call volume days.
• Make product or service recommendations and resolve complaints or technical concerns.
• Clear understanding of the difference between customer service and the customer experience.
• Product Knowledge, Quality Focus, Problem Solving, Market Knowledge,

Documentation Skills including 50 to 80 words per minute minimum, Listening,Phone Skills including tone and language, multi-Tasking. Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s).

• Direct unsolved technical issues to appropriate departments and personnel
• First call resolution contributor.
• Promote and maintain a high quality, professional service-oriented image among customers.

Required Skills/Abilities:

• Flexibility to work shifts in a 24/7/365 environment, including weekends, nights, and Holidays.
• Excellent interpersonal, time management, and organizational skills.
• Ability to maintain professionalism and patience in highly stressful situations and adapt quickly to change.
• Ability to handle frequent changes, delays, or unexpected events effectively and professionally.
• Strong work ethic, teamwork, and desire to help the customer at all costs.
• Excellent telephone skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Advanced knowledge of communications technology, including but not limited to, voice, internet, cable, and security products.
• Performs other duties as assigned.

Education and Experience:

• Minimum of 2 years of Call Center experience required.
• Minimum of 2 years of Customer Service experience required.
• Minimum of 1 year of Telecommunications experience required.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

COVID-19 considerations:
We follow all CDC COVID guidelines.

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Support & Client Services Occupations: 2 years (Required)

Work Location: One location

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