Telephone Customer Service Agent

SUMMARY:

Telephone Customer Service Agents assist customers with non-sales related issues

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned.

• Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.
• Handle all issues with diplomacy, tact, and respect.
• Provide quality service to clients through thorough knowledge of products and services.
• Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions
• Enter data into computer database system.
• Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.
• Build strong relationships with Team Leader, and team members.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Act as a role model at all times, adhere to high ethical standards.
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change.
• Follow all compliancy guidelines and regulations regarding Customer Proprietary Network Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and company policy regarding slamming, cramming and falsification of sales.

KNOWLEDGE OF:

Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

ABILITY TO:

Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers' license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.