Customer Service Representative I

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Job Purpose:

Responsible for providing quality customer service via phone, Chat & E-mail by utilizing exceptional communication skills. Responsible for accurately updating and maintaining the customer accounts in a timely manner, while assisting in general customer inquiries, invoice questions, customer complaints, opening trouble tickets, and taking customer payments/or providing payment options. Maintains a high level of quality and CSAT scores.

Essential Duties:

• Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills.
• Open trouble tickets for specific customer issues.
• Explain product options and related charges clearly and concisely.
• Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool.
• Take customer payments or offer other payment options for the customer.
• Use existing procedures to solve routine or standard problems; receive instruction, guidance and direction from others as needed.
• Maintain quality scores and call center metrics.
• Promote self-service tools such as IVR and Web.
• Inform customers of promotions and new or upgraded products
• Quotes rates and encourage customers to utilize prepay options.
• Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging.
• Assist with questions during the Nesting stages of the training process or as needed.
• Access to additional programs/platforms which may include S-Gate
• Performs other related duties and responsibilities as required or assigned

Knowledge, Skills, & Abilities:

• Ability to read and comprehend simple instructions and short correspondence
• Ability to write straightforward explanations of trouble tickets submitted
• Ability to ask effective questions and present information clearly and concisely
• Ability to clearly communicate with customers, both verbally and written
• Able to handle sensitive and emotional calls that require empathetic responses
• Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer
• Ability to communicate and respond to customers while keying information into system
• Ability to navigate multiple applications in several environments
• Ability to follow a set schedule, including taking timely lunches and breaks
• Must have access to high-speed internet for remote connectivity to Securus network when applicable.

Minimum Qualifications:

• High school diploma or GED
• At least 3 months of previous call center and/or customer service experience.

Preferred Qualifications:

• 3 years of customer service experience with at least 2 years call center environment.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $15.00 - $17.00/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

www.aventiv.com/privacy

Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.