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Customer Service Representative II

2 months ago

Hartford, Connecticut, United States Windstream Communications Full time
About the Role:

The Specialist II handles escalations from lower-level support personnel, resolves complex problems through effective coordination and facilitation with other support teams of complex Internet or data network problems.

Key Responsibilities:
  • Answer incoming calls, support emails, and chats during shift and troubleshoot customer Internet problems in a service center environment
  • Verify Windstream equipment problems/outages and notify correct departments
  • Handle complex escalations from Tier I and other departments
  • Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
  • Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction to maximize the customer experience in an organized and efficient manner
  • Proficient trouble ticket management skills
  • Demonstrated ability to establish and maintain effective relationships with customers
  • Team Player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction
  • Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment
  • Regular, consistent and punctual attendance
  • Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary
Requirements:
  • 1-2 years related technical data and voice troubleshooting experience
  • Excellent listening, analytical, verbal and written communications skills, and interpersonal skills required
  • Strong customer service experience with an emphasis on first call resolution and follow through
  • Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions
  • Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
  • High degree of technical aptitude
Preferred Qualifications:
  • Ability to achieve established goals and performance metrics
  • Fluent knowledge of internet computer applications
  • Ability to organize calls efficiently and resolve customer issues
  • Understanding of dial-up modems and TCP/IP protocol
  • In-depth knowledge of specialty internet products
  • Strong coaching and mentoring skills
  • Experience with Microsoft Office applications and Windstream billing packages
  • The ability to understand statistical performance measurements and excellent time management skills