Customer Service Representative

4 weeks ago

Palmerton, United States Pencor Services Full time
Company: PenTeleData

Shift: 3PM-11PM (40hrs per week, after training will include weekends and holidays as needed)

Pencor and its subsidiaries are Equal Opportunity Employers

The next training class will start on January 20, 25 and be conducted on site Monday-Friday from 3PM-11PM for approximately 6-weeks.

Employees are required to work "in house" during their 90 day probationary period. Once completed, employees may be switched to a hybrid work-from-home schedule, as long as required performance metrics have been met. Work-from-home status is subject to change based on performance.

Work-from-Home Requirements:

  • Established residency in Pennsylvania
  • A quiet dedicated office space, free from distraction during work hours
  • An Internet connection of at least 100 Mbps, preferably hard-wired (Ethernet) from the modem to your company-provided equipment
  • Must maintain minimum performance metrics as defined by leadership
  • In the event of inability to work due to disruptions resulting from poor Internet connection or in-home disruption, must be able to report to the office

PenTeleData, a leader in Data Transport technologies, has an exciting career opportunity available for a detail-oriented Customer Service Representative. Customer Service Representatives are the first point of contact for many customers. Providing outstanding service and exceptional support, as well as fostering positive interactions with customers are our top priorities; these values continue to strengthen our relationships with customers and set us apart in this fast-paced, growing industry.

Responsibilities will include:

  • Handling customer interactions via inbound and outbound calls, chats, and emails
  • Troubleshooting an array of support calls for various products and services offered by PenTeleData and its Partners
  • Speaking with customers in reference to abuse issues / policy violations
  • Corresponding with customers in reference to service issues
  • Working with other teams and departments to route calls and cases
  • Processing changes to existing accounts
  • Answering billing questions
  • Making courtesy calls to customers
  • Processing PPV orders
  • Maintaining appropriate records of customer interactions
  • Performing special project work as assigned by leadership
  • Other duties as assigned

Qualifications:

  • H.S. Diploma or G.E.D.
  • Established Residency in Pennsylvania
  • Previous experience working with customers on a daily basis
  • Working knowledge of Microsoft Word and Excel programs
  • Familiarity with Windows Operating Systems
  • Understanding of computer virus and network security
  • Positive attitude and professional demeanor
  • Strong Communication Skills - Oral and Written
  • Strong Typing / Data Entry Skills
  • Excellent Customer Service Skills - Soft Skills
  • Strong Organizational Skills
  • Good Follow-up Skills
  • Strong Negotiation and Problem Resolution Skills
  • Ability to work effectively and professionally both independently and as part of a team
  • Ability to multitask in a face-paced environment
  • Ability to adapt to change and the changing needs of the company

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