Company Overview

Our client offering services to companies with a full range of technology solutions, including digital security, IT consulting, voice, data, cloud services, broadband Internet, satellite telephony and business continuity. In the residential market the company also provides stable and reliable voice and Internet solutions.

Job Summary

Attends all call types - from order status, billing balances and/or repair status. To create and maintain service documentations for a new service request, claim or technical situations using the systems assigned by the company. Orientation for a new services or rates plans. Perform outgoing calls to confirm completed service and repairs orders. Promote and develop the VISION of the company within the group.

Responsibilities

• In charge of handling all external and internal Customer issues related to service via telephone calls, email or fax, analyze them using the operations systems and to reply any request with a time frame of 30 to 60 seconds.
• Maintain an average call monitoring percentage of no less than 85% (Satisfactory). Responsible to refer any situation to the right area/department using the operations systems provided.
• Responsible to refer any situation to the right area/department using the operations systems provided.
• In charge to manage in excellence all the Customer calls following the VISION of the Company.
• Responsible of handling the assigned duties and follow the ongoing process according to the rules and procedures established in the Operations Department.
• Assist the Customer in billing, collections request, services orientation, order status.
• Handle customer calls of repairs, but not limited to, POTS, and SF services. Complete basic troubleshooting for POTS services.
• Responsible to realize outgoing calls to confirm service for repairs and service orders completed, provide status and testing.
• Responsible of reporting and escalating to the Specialist, Supervisor or Manager any unusual situation with the service identified while communicating and helping the Customer.
• Responsible of updating on a daily basis all the operations systems and related departments with the corresponding information and actions taken in a short, detailed and clear manner to facilitate reading and understanding.
• Responsible of processing investigations or special projects required by the Supervisor in the time frame indicated.
• Responsible of keeping the Call Center Area well attended all the time including supporting the team task when another customer representative is out of the office.
• Assist in training and orientation of the new employees.
• Support and inform other area/departments regarding the services issues.
• Performs all other duties as required.

 

Requirements

• Associates Degree and two years of call center/ customer service experience and/or training or equivalent combination of education and experience.

EEO
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