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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused individual to join our team as a Premier Service Consultant. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving their issues, and ensuring their satisfaction with our products and services.
Key Responsibilities- Provide top-notch customer service to our customers, responding to their inquiries, and resolving their issues in a timely and professional manner.
- Utilize various systems and tools to initiate, assist, and service customers, ensuring that their needs are met and their issues are resolved.
- Maintain a working knowledge of all company products, services, and promotions, making recommendations to customers based on their needs.
- Process purchases of all products and services, handling inquiries related to billing, rate plans, features, and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc.
- Handle credit checks, service activations, and changes, as well as receivables management and collections.
- Troubleshoot and resolve customer-impacting issues, such as voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning, and billing.
- Provide support for products and services offered by the Company, assisting customers with products and services such as laptop connect services, including air cards, USB devices, initial setup, configuration of AT&T-provided software & applications.
- Identify, track, and trend issues to assist in root cause elimination, proactively engaging T3 support (network and IT) to address and resolve issues.
- Engage third-party vendors and suppliers as needed to address service faults and provide customer resolution, remaining proficient in all billing, rate plan, and feature matters.
- At least one year of customer service experience, preferably in a call center environment.
- Advanced typing/keyboarding skills.
- Ability to communicate effectively, both verbally and in writing.
- Ability to engage in center or virtually with management as needs of the business require.
- Ability to work in a fast-paced environment, handling multiple tasks and priorities.
- Ability to maintain a clean and professional workspace, adhering to company standards and policies.
- A competitive compensation package, including a base salary and opportunities for bonuses and incentives.
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and tuition reimbursement.
- Opportunities for career growth and advancement, with training and development programs to help you succeed in your role.
- A dynamic and supportive work environment, with a team of professionals who are passionate about delivering exceptional customer service.
