ESSENTIAL FUNCTIONS:

• Professionally handle incoming requests from customers, contractors and internal teams both promptly and thoroughly.

• Create and maintain customer orders and billing accounts while maintaining a high level of attention to detail.

• Work the customer order from point of initial order, review of information, scheduling, installation, and billing.

• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions through contact tracking.

• Contact internal and external teams to assist customers. Follow up for resolution and communicate clearly as needed.

• Make outgoing calls, texts, emails to customers as needed for a variety of purposes including but not limited to scheduling, troubleshooting, verifying contact information, and clarifying orders.

• Provide quality service and support in a variety of areas including but not limited to billing, activations, and system troubleshooting.

• Identifies and assesses customer needs to achieve satisfaction.

• Provide accurate, valid, and complete information using the right methods/tools.

• Resolve customer activation issues via phone, email, or mail, working with internal and external teams and following up to ensure resolution.

• Assist with placement of orders as needed.

• Work with Activations supervisor to ensure proper customer service is being delivered.

• Write concise notes on actions taken during customer and team interactions.

• Attempt to persuade customers to reconsider cancellation of orders.

• Utilize computer technology to handle calls, online orders, research addresses, and billing.

• Create and sustain a positive team environment displaying high levels of motivation and excellent teamwork.

• Performs other job-related duties as assigned.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Adhere to company practices and regulations.

• Maintain work area in a neat and orderly fashion.

• Establish and adhere to a record of good attendance and punctuality.

• Maintain confidentiality of all customer and company information.

• Complete any special projects as assigned.

QUALIFICATIONS INCLUDE:

• Must be able to learn all aspects of the job by on-the-job training, attending seminars/ vocational schools or classes, reading instruction manual, etc., for the position.

• Must have a good comprehension of telephone etiquette and office protocol.

• Ability to define the problem(s), determine the seriousness of the situation (s), collect data, and establish facts.

• High level of attention to detail.

• Ability to communicate clearly and concisely.

• Maintain a positive attitude towards co-workers and customers.

• Maintain honesty and integrity in all dealings.

• Effective time management.

• Troubleshooting abilities.

• Professional and effective oral and written communication skills.

• Ability to add, subtract, multiply, and divide using whole numbers and decimals.

EDUCATIONAL REQUIREMENTS:

• Must know about Computer Operations, including web-based portals, typing, 10-Key, phone operation. Telecommunications knowledge preferred with one year of business office work experience, i.e., clerk, administrative assistant, accounting, or computer entry work environment.

WORK ENVIRONMENT:

• Maintain forty (40) hours per week performance level, plus additional hours as the job requires, with one (1) hour each day unpaid lunch break.

• The noise level in this environment is often moderate.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• customer service customer service: 1 year (Required)

Work Location: In person