Job Responsibilities – including but not limited to:
Communicate with customers by telephone or in person in order to provide information about our products and services, to take orders and cancel accounts, to take payments and answer billing inquiries, or to obtain details of concerns.
Become immersed in the community and drive the brand at a local level.
Provide and maintain a comfortable setting for our customers to communicate with the company.
Ability to accurately handle money transactions. Maintaining sales transactions in billing software; recording sales and deposits.
Set up and maintain customer accounts in customized billing software.
Basic cable/modem troubleshooting following established guidelines.
Maintenance and updating of customer contact file in regards to all phone conversations and documentation.
Resolve customers’ service or billing complaints. Escalate unresolved customer grievances to designated departments for further investigation.
Recommend improvements in procedures, technical or billing methods to prevent future problems.
Work as a team with other CAs and inter-departmentally to resolve issues and be proactive in preventing potential issues.
Work as a team player to accomplish the tasks assigned, this includes working well with others. Interaction including but not limited to peers, project managers, project coordinators, customers, vendors, etc. will take place on a daily basis.
Perform other related duties as assigned by the Customer Experience Manager.
Experience in customer service and/or retail.
Detail oriented with strong time management skills.
Ability to multi-task in a fast-paced environment with sudden priority shifts.
Ability to work within deadlines and produce accurate, neat work.
Strong verbal and written communication skills.
Willingness to learn; adapt and accept increasing responsibility.
Must be responsible, self-motivated, and able to work effectively in a remote location.
Must have strong communication and customer service skills.
Familiarity with technology.
Analytical ability using general business mathematical skills, percentages and fractions.
Computer literate with experience in Outlook Express, Microsoft Excel and Word.
This is a full-time position within the hours of 9:00 A.M. – 6:00 P.M., Monday- Friday.