Job Description
Job Description
As an Agent Team Member, you will receive...
- Salary plus commission / bonus
- Paid time off (vacation and personal / sick days)
- Valuable experience
- Growth potential / Opportunity for advancement within my agency
JOB DESCRIPTION :
Handle telephone customer service inquiries in a fast-paced environment while being efficient, professional, and courteous always.
Responsible for analyzing account to aid and information to customers concerning billing issues, sign customer up for service, generating service orders, resolving complaints / inquiries, and be able to communicate information back to the customer.
ESSENTIAL JOB FUNCTIONS
Comply and meet company standards of productivity metrics including but not limited to average talk time, average handle time, phone availability, call abandonment rate, and call quality.
Analyze, research, and document every account with details of the customers inquiry and resolution provided into CC&B system (Customer Care & Billing) including the reason for the call, the nature of the discussion, the outcome or expectation for the customer, and any follow-up or research to be performed by a CSR or other internal customer.
Apply appropriate communication techniques when responding to customers particularly in stressful situations to meet quality standards.
Determine when customer needs should be escalated and resolved by the Supervisor, Manager or Director.
Provide documentation to Supervisor and / or Manager for further assessment.
Stay abreast of company policies and procedures to provide accurate and consistent information to internal and external customers.
Demonstrate time management including schedule adherence through reliability and punctuality.
Research request, problems, and complaints and initiate appropriate action by coordinating with dispatchers to resolve issues.
Identify and communicate issues related to usage of CC&B, Interactive Voice Response (IVR), and ShoreTel to Information Technology and / or Supervisor or Manager.
Perform other duties as assigned.
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITY
- Excellent communication skills, both written and verbal;
- Ability to work in a fast-paced, high energy, team environment and juggle multiple tasks;
- Experience in a fast paced environment, with a emphasis on retention and de escalation tactics;
- Able to establish rapport, gain commitment and provide a high level of support to customers;
- Active listening and problem solving skills required to understand customer concerns and help find an ideal solution;
- Achieve daily performance metrics including but not limited to making 80 or more calls per day with greater than 80% quality scores; and
- Meet call quality standards
MINIMUM QUALIFICATIONS
High school diploma or equivalent; and
One (1) year experience in customer service in a call center environment.
Bilingual in English / Spanish is a plus.
Job Type : Full-time, Part-time
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