ESSENTIAL FUNCTIONS: Professionally handle incoming customer requests and ensure that issues are resolved both promptly and thoroughly. Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions through contact tracking. Provide quality service and support in a variety of areas including but not limited to: billing, activations, and system troubleshooting. Identifies and assesses customer needs to achieve satisfaction. Maintain customer records by updating account information. Build sustainable relationships and trust with customers through open and interactive communication. Provide accurate, valid, and complete information using the right methods/tools. Handle customer complaints, provide appropriate solutions and alternatives, follow up to ensure resolution. Resolve customer complaints via phone, email, or mail. Assist with the placement of orders, refunds, or exchanges. Work with customer service supervisor to ensure proper customer service is being delivered. Keep records of customer interactions. Take payment information and other pertinent information such as addresses and phone numbers. Attempt to persuade customers to reconsider cancellation. Utilize computer technology to handle high call volumes. Create and sustain a positive team environment displaying high levels of motivation and excellent teamwork. ADDITIONAL RESPONSIBILITIES: Adhere to company practices and regulations. Maintain work area in a neat and orderly fashion. Establish and adhere to a record of good attendance and punctuality. Maintain confidentiality of all customer and company information. Complete any special projects as assigned. KNOWLEDGE SKILLS AND ABILITIES: Must be able to learn all aspects of the job by on-the-job training, attending seminars/ vocational schools or classes, reading the instruction manuals, etc., for the position. Must have a good comprehension of telephone etiquette and office protocol. Ability to define the problem(s), determine the seriousness of the situation (s), collect data, and establish facts. Maintain a positive attitude towards co-workers and customers. Maintain honesty and integrity in all dealings. Effective time management. Troubleshooting abilities. Professional and effective oral and written communication skills. Ability to add, subtract, multiply, and divide using whole numbers and decimals. EDUCATIONAL REQUIREMENTS: Must know about Computer Operations, including web-based portals, typing, 10-Key, and phone operation. Telecommunications knowledge preferred with one year of business office work experience, i.e., clerk, administrative assistant, accounting, or computer entry work environment. WORK ENVIRONMENT: Maintain forty (40) hours per week performance level, plus additional hours as the job requires, with one (1) hour each day unpaid lunch break The noise level in this environment is often moderate Requires the ability to sit or stand for long periods
