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Responsible for handling a large volume of inbound phone calls regarding cellular service and strives to provide one-call resolution" for problems and irregularities identified by customers. Provides feedback to the company as to ways to improve efficiency and customer service.
Responsibilities
Responds to inbound customer calls in a professional manner, addressing customer issues, assuring that market quality standards are met.
Researches and resolves a wide variety of customer questions/issues.
Handles multiple tasks (i.e. talking with customers while accessing information and/or input in computer).
Adapts to the needs of individual caller (i.e. dissatisfied, first-time users, etc).
Offers alternatives and options to satisfy customer concerns.
Recognizes opportunities to offer enhanced services (i.e. accessories or calling features).
Provides customers timely and accurate information reflecting a positive and customer oriented image of the organization.
Maintains a courteous and pleasant demeanor while speaking with external and internal customers.
Achieves individual performance goals targeted by the organization.
Processes customer requests and where applicable, processes credits/adjustments to customer accounts.
Enters comments on customer contacts and follow-up dates where required.
Assists in other tasks as needed or assigned.
Qualifications
High school diploma or state equivalency certification required; college degree preferred.
Minimum of two years customer service experience in a high volume telephone contact environment with resolution of complaints or inquiries preferred.
Cellular experience preferred.
Experience with Windows-based PCs, including general office software knowledge required.
Ability to remain flexible and adaptable in a fast-paced environment required.
Effective organizational and interpersonal skills required.
Excellent verbal and written communication skills required.
Available to work 4 weekdays and 1 weekend day from 2pm and 11pm shift required.
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