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Job ID: VOT3423HA  

Location: Remote

Job Category:  Admin

Salary: $ 14.25

Free Training: Google Docs Course

How to Apply: VOT VA Website 

Weekly Hours: F/T P/T Flex

Career Experience: Entry Level

Additional Info: Partial Benefits

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DESCRIPTION:

Customer Issue Specialist is responsible for seamless communication between an Area General Manager (AGM) and Call Center employee. While providing an outstanding experience with both new and existing customers, the Customer Specialist will be armed with superior product knowledge and a passion for customer satisfaction. The Customer specialist will be preventing customer churn by providing solutions to a customer’s needs and upselling products and services in a fast-paced and energetic environment.
 
Works with AGM and team regarding high-value customer issues by fielding calls and emails for both residential and business customers. Manages escalated customer issues from AGM to provide timely resolutions and/or save the customer. Identify areas of opportunity for selling, competitive issues and share with AGM. Will have a high visibility presence in the call center by providing initial point of contact for escalated Saves issues from designated AGMs. Maintain confidentiality and availability to represent and facilitate issue resolutions. Interact with Small Business Customers. Meet and exceed escalation ratios and Team goals. Complete services order escalation activity in an accurate and timely manner. Ability to interact in a positive manner with various levels of the leadership team and agents, while providing professional responses to our customers; questions and concerns during call escalations. Will work independently and must make solid decisions.
 
Provide support to other Offline units with handling customer escalations, such as Consumer Relations’ letters and emails or Public Relations.
 
Responds to consumer complaints with reports and by telephone in a timely manner. Listen to issues from customer care representatives and provide resolution or establish protocol.
 

JOB REQUIREMENTS:

Must demonstrate proficiency with company GUI, Dynamics & CRM Sterling, and all related billing systems. MS Outlook. Strong skills in oral and written communication, prioritization, management of multiple tasks, and teamwork. Other duties as assigned.

 

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

 

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