Support customers over the phone by answering technical questions concerning voice and data troubles.
Essential Job Functions:
Being on Time is Key our business office hours are 8:00 a.m. to 4:30 p.m. Eastern Monday through Friday. We require that our representatives are available when we open our office to serve our customers at 8:00 a.m. Therefore, it is expected that computers are turned on and representatives are logged in to perform this essential job function. (Holidays are defined in the Employee Handbook and absences must follow the call-in procedures provided.)
Manage all incoming calls and customer follow up calls.
Identify and assess customers’ needs to achieve satisfaction.
Provide excellent customer service by assisting customers in the troubleshooting of hardware and software problems over the telephone.
Provide technical assistance to customers to ensure the effective use of all services and programs provided by the company.
Document customer interactions through detailed comments noted on customer accounts.
Provide accurate and complete information by using the tools provided in call coaching.
Be courteous and professional with each customer that calls in. Go the extra mile to engage customers.
Analyze customers’ needs and up sell products based on those needs.
Coordinate all daily activities on a continuous basis with outside technicians in order to keep service orders and troubles prioritized.
Attend all staff trainings to ensure continuing knowledge and understanding of services and products offered.
Continue to show improvement in all job functions and responsibilities through utilization of resources, training materials and opportunities provided both within the Company and from outside research.
Alert supervisor if assigned work equipment is suspected to be in need of maintenance or repair.
Assist other employees as needed.
Perform all other related duties as assigned by manager.
Knowledge, Skills and Abilities:
Knowledge of telecommunications technology, products and services.
Knowledge of company policies and procedures.
Knowledge of company products and services.
Skill in operating various types of office equipment such as personal computer, various software programs and telephone systems.
Skill in identifying and resolving subscriber problems.
Skill in oral and written communication.
Ability to accurately troubleshoot technical issues occurring with customer premise equipment through telephone communications with BCTC & MEI Telecom clients.
Ability to communicate with customers, employees and various business contacts in a professional and courteous manner.
Ability to organize and prioritize multiple work assignments.
Ability to pay close attention to detail.
Ability to make sound decisions using information at hand.
Ability to create a team environment and sustain employee morale.
Ability to adapt to change quickly, utilizing a positive, professional attitude.
Ability to keep Company and customer information confidential according to Company’s nondisclosure policy and CPNI guidelines.
Education and Experience:
High School diploma or equivalent.
2+ years customer service experience