About the role
The primary position responsibilities will include, but are not limited to:
* Answer inbound calls and interact with customers to assist with a variety of inquiries and issues, including correcting errors and discrepancies on customers’ accounts as necessary. * Facilitate successful outcomes of customer inquiries, up to and including responsible escalation. * Build professional rapport with the customer by actively listening to understand customer’s concerns/comments and being clear and articulate in your verbal and written communications. * Explain billing cycles, processes, and prorates effectively to ensure that customers understand their statements. * Processes payments and enters credit card information accurately. Prepare work orders when required, and ensure appropriate procedures are followed. * Use tools and systems to accurately troubleshoot technical issues/concerns for the customer. * Work to resolve technical issues over the phone on the first call and set up agreed upon service calls only as necessary. * Promote and recommend Wave products and services based on the customer’s needs and interests and in accordance with business goals. * Represent Astound in a positive, professional, and ethical manner while working to exceed customers’ expectations while minimizing need for further escalation. * Demonstrate strong ability to analyze and solve problems and maintain composure in stressful situations. * Consistently meets or exceeds established goals and performance metrics. * Punctual, regular, and consistent attendance.
Our ideal candidate will possess:
* 1-2 years of customer service, sales, or technical support experience is preferred. Prior telemarketing, troubleshooting, retail and/or high-volume call center environment experience is a plus. * Enthusiastic, upbeat customer-focused attitude with the ability to listen to and empathize with the customer. * Basic working knowledge of cable, TV, internet and phone services. * Flexible to work evenings, weekends, holidays, and overtime as required. * Proven mathematical ability to calculate basic transactions. * Must have excellent written & verbal communication skills. * Ability to work in a fast paced, often changing environment. * Proficient PC skills and working knowledge of Windows OS. * Telecommunications experience preferred. * Ability to sit for extended periods. * Ability to frequently use repetitive motions of the wrist, hands and/or fingers. * Ability to operate standard office equipment, to include personal computer, telephone, copier, facsimile machine, and calculator. * Ability to communicate verbally by phone and in person. * Must have close visual acuity for viewing a computer terminal, reading, transcribing and analyzing data and figures. * Ability to perceive sound at normal speaking levels and receive detailed information through oral communication.
Work-from-Home Requirements:
* Dedicated, private room in your home that is quiet during work hours. * Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC. * Astound will provide all computer equipment. * Your desktop work surface must have room for 2 PC monitors. * In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office. * You will be required to sign a written form to acknowledge these work-from-home requirements. * Must have a personal cell phone to install a security application. * Must be present in virtual work environment via company provided webcam during all working hours. * Must be meeting minimum performance achievement levels as defined by customer care leadership. * Must live within a commutable distance to the Bothell, Washington Office (within a 60 mile parameter)
Originally posted on Himalayas