ISP Customer Service Representative

3 weeks ago

Cedar Rapids, United States TEKsystems Full time

Description:

Provide world-class customer support for ISP partners. Answer inbound calls, chats and emails in a professional manner that adheres to company and departmental policies. Assist customers in diagnosing and resolving voice, data, video and connectivity issues and answer questions that ensure an optimal customer experience.

Primary Responsibilities

• Assist callers with billing questions, bill payment, service sign up and the promotion and upsell of service offering

• Communicate to Customer service via phone, chat, email, and other means of communication in an efficient, friendly, courteous and helpful manner

• Access information from multiple sources using various computer applications

• Analyze and resolve issues according to specific client requirements

• Work in fast paced call center setting

• Accurately document details of support with proper information

• Follow standard policy and procedure for performing specific services

• Provide clear and effective communication, building a positive rapport with different types of customers over the phone

• Create relationships by partnering and collaborating with peers, supervisors, and higher level service center personnel to answer more complex customer questions

• Follow-up and educate customers on all inquiries that were not immediately resolved

• Maintain a high level of professionalism in all correspondence and customer interactions, both internal and external

• Perform other duties as assigned

Skills:

Windows 10, Windows 7, call center support, Troubleshooting

Top Skills Details:

Windows 10,Windows 7,call center support,Troubleshooting

Additional Skills & Qualifications:

Training is Monday - Friday 9:00a - 5:30p Eastern with 4 weeks of training.

Must have excellent phone etiquette skills

Must have fast computer skills to maneuver through many systems at once.

Must be able to digitally multitask with multiple screens, multiple tools and tabs.

Tech savvy

Talking, typing, listening all at the same time

Every call will be from a different member and will require them to go into different portals on each call

Assisting with account questions, billing questions, processing orders, assist with signing up services and online billing

Its similar to the Tech position but not technical troubleshooting, more customer service. However, being tech savvy is still very important in order to maneuver through all the tools.

Experience Level:

Entry Level

For Contract and Contract to Hire positions: You must include the language below in all job postings. This language SHOULD NOT BE ALTERED IN ANY WAY. 

o    Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following: 

§  Medical, dental & vision 

§  Critical Illness, Accident, and Hospital 

§  401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 

§  Life Insurance (Voluntary Life & AD&D for the employee and dependents) 

§  Short and long-term disability 

§  Health Spending Account (HSA) 

§  Transportation benefits 

§  Employee Assistance Program 

§  Time Off/Leave (PTO, Vacation or Sick Leave) 

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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