Customer Service Representative I

US-TX-Carrollton
Job ID
2017-1526
# of Openings
60
Category
Office and Administrative Support

Overview

Job Purpose

 

Responsible for providing quality customer service via phone by utilizing exceptional communication skills. Responsible for accurately updating and maintaining the customer accounts in a timely manner, while assisting in general customer inquires, invoice questions, customer complaints, opening trouble tickets, and taking customer payments. Maintains a high level of first call resolution and Quality.

Responsibilities

Principal Accountabilities or Duties:

Customer Service Support

  • Provide quality customer service via phone.
  • Utilize exceptional communication skills.
  • Open trouble tickets for specific customer issues.
  • Explain product options and related charges clearly and concisely.
  • Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool.
  • Take customer payments, or offer other payment options for the customer.
  • Uses existing procedures to solve routine or standard problems; receives instruction, guidance and direction from others as needed
  • Maintain quality scores and call center metrics.
  • Promote self service tools such as IVR and Web
  • Inform customers of promotions and new or upgraded products
  • Quotes rates and encourages customers to utilize prepay options.
  • Take customer payments or offer other payment options
  • Performs other related duties and responsibilities as required or assigned

Skills/Behavior

  • High Integrity
  • Exhibits high level of motivation and sense of urgency
  • Strong team player (peers, other functions, management)
  • Demonstrates a willingness to learn
  • Adaptable to change
  • Ability to prioritize and set goals to meet company objectives
  • Handle difficult and/or sensitive questions and emotional customers while maintaining a professional demeanor.

Qualifications

QUALIFICATIONS
  • Ability to read and comprehend simple instructions, short correspondence, and memos.
  • Ability to write straightforward explanations on trouble tickets submitted.  
  • Ability to ask effective questions and present information clearly and concisely.
  • Able to effectively and clearly communicate with customers; verbal and written.  
  • Able to handle sensitive and emotionally escalated calls and situations that require empathetic responses.
  • Must be adaptable to unforeseen situations, fast pace environment, keep focus on the customer and make empowered decisions with integrity, empathy and compassion.
  • Ability to communicate and respond to customers while keying into automated system.
  • Ability to navigate multiple applications in several environments.
  • Ability to deal with problems involving a few concrete variables in standardized situation
Required
  • Minimum of one year customer service experience
  • High school diploma/GED or equivalent experience.
Preferred
  • 2+ years of customer service experience

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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