Customer Service Representative

Job Summary
The Customer Support Representative answers inbound customer service calls from internal and external customers. Other responsibilities are as follows:

Responsibilities
- Supports Tier 1 technical support and customer service phone support for external customers
- Regular and predictable attendance
- This support can be but is not limited to, entertainment services and smart home products, hardware systems/accessories, and customer service inquiries regarding technical support billing, and general information requests
- Provide quality technical support service through one-contact resolution to establish a long-term customer relationship
- Accurately respond to questions and assist customers (internal and external) with product features, installation, setup, troubleshooting, and hardware operations primarily via phone
- Assist customers with their billing and payments as needed
- Sell multiple entertainment products and services as well as hardware systems and accessories


Essential Functions
- Ability to multi-task; speaking with customers while accurately logging and recording customer information in to call center databases
- Take back-to-back phone calls from Provider’s internal customers and assist them with questions regarding work order modifications, equipment modifications, as well as activation of customer services
- Meet or exceed minimum performance standards including but not limited to Average Handle Time; Customer Satisfaction; Quality, and Up-selling products to Customers. This position is measured on these metrics.
- De-escalate upset or irate customers so that you satisfactorily address their customer service needs
- Demonstrate an understanding of each provider’s packages, plans, and pricing.

Skills - Experience and Requirements

• Six months related customer service/technical support experience and/or training preferred

• Analytical and intuitive; capable of following logic and then making the instinctive leap to a solution

• Problem-solving and critical thinking skills are essential

• Computer proficiency and ability to quickly learn software

• Ability to speak effectively with customers and employees of the organization

• Strong organizational, time management, and problem-solving skills

• Excellent written and oral communication skills

• Strong sense of professionalism and active listening skills

• Ability to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes