Customer Service Representative

2 weeks ago

Dallas, Texas, United States Enterprise Call Center Full time
Job Description

As a key member of our Enterprise Call Center team, you will play a vital role in delivering exceptional customer service, troubleshooting technical issues related to telecommunications devices, and actively engaging in sales activities. Your primary responsibilities include addressing customer inquiries and concerns with professionalism and efficiency, offering technical assistance to resolve device-related issues, and promoting sales opportunities by identifying customer needs. This role requires excellent communication skills, a customer-centric approach, and the ability to navigate and contribute to both service and sales aspects within a dynamic call center environment.


Key Responsibilities:
  • Customer Service:
    • Handle inbound customer calls professionally and courteously.
    • Address customer inquiries, resolve issues, and provide information regarding products and services.
    • Ensure customer satisfaction by actively listening, first-call resolution through problem-solving, and responding to customer needs.

  • Sales with Quotas:
    • Promote and sell telecommunications products and services to meet or exceed assigned sales quotas.
    • Identify upselling and cross-selling opportunities during customer interactions.
    • Effectively communicate product features and benefits to customers to drive sales.

  • Technical Support - Television Cable Boxes:
    • Diagnose and troubleshoot issues related to television cable boxes.
    • Guide customers through step-by-step solutions for technical problems.
    • Provide remote assistance to ensure proper functioning of cable box features.

  • Technical Support - Internet Routers:
    • Assist customers with setting up and configuring internet routers.
    • Troubleshoot connectivity issues and address concerns related to internet speed and performance.
    • Educate customers on basic router maintenance and troubleshooting procedures.

  • Technical Support - Telephone Mobile Devices:
    • Resolve technical issues with mobile devices, including smartphones and feature phones.
    • Assist customers with device setup, configuration, and usage instructions.
    • Troubleshoot mobile network connectivity problems and offer solutions.

  • Adherence to Policies and Procedures:
    • Adhere to sales and customer service policies to ensure consistency and quality service.
    • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.

  • Continuous Learning and Training:
    • Stay updated on product knowledge, sales techniques, and troubleshooting procedures.
    • Participate in ongoing training sessions to enhance skills and keep up with industry trends.

  • Team Collaboration:
    • Collaborate with team members to share best practices and contribute to a positive work environment.
    • Provide support and guidance to colleagues when needed.

Your performance will be measured by a variety of metrics, including your ability to resolve issues efficiently, provide outstanding customer service, and meet sales targets. As a member of our team, you will have the opportunity to grow and develop your skills, working in a dynamic and supportive environment.


Qualifications:

To perform this job successfully, you must have a minimum of 12 months of customer service experience and 12 months of sales experience. A high school diploma or equivalent is required, and a one-year certificate completion from a technical school or one-year related experience and/or training is preferred. You must also be able to read and interpret documents, write routine reports and correspondence, and effectively present technical information.


Additional requirements include the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. You must also be able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, and deal with problems involving several concrete variables in standardized situations.


As a technical support specialist, you will be required to listen and respond while keying into an automated system, thoroughly learn client-specific software and hardware, and accurately type 25 wpm. General technology knowledge, including the ability to describe in general terms operating systems, basic internet navigation, hardware components, software, networking components, peripherals, and email applications, is also required.


The physical demands of this job include sitting and talking or hearing, using hands to finger, handle, or feel, and reaching with hands and arms. Specific vision abilities required include close vision.


This is a full-time position, requiring 40 hours of work per week. The candidate must be available to work what Telvista determines is necessary or desirable to meet its business needs, including weekends. The candidate's residence location must be within 45 minutes distance from our Dallas, Texas office.


Additional benefits include 401(k), 401(k) matching, dental insurance, employee discount, flexible schedule, health insurance, life insurance, paid time off, professional development assistance, retirement plan, tuition reimbursement, and vision insurance.


Telvista is an Equal Opportunity Employer and complies with all applicable laws regarding nondiscrimination and equal opportunity, including the regulations enforced by the Equal Employment Opportunity Commission (EEOC). We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

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