Customer Support Specialist

1 week ago

Dallas, Texas, United States Enterprise Call Center Full time

Job Overview:


As a member of the Enterprise Call Center team, you will be instrumental in providing outstanding customer support, resolving technical challenges related to various telecommunications devices, and engaging in sales initiatives.

Your key duties will involve addressing customer questions and issues with professionalism and efficiency, delivering technical support to troubleshoot device-related problems, and identifying sales opportunities based on customer needs.

This position demands exceptional communication abilities, a strong customer-focused mindset, and the capability to contribute to both service and sales functions within a fast-paced call center setting. Successful candidates will be adept at building relationships with customers, achieving sales objectives, and ensuring a high level of customer satisfaction.

Key Responsibilities:

Customer Support:
Manage incoming customer calls with professionalism and courtesy.

Respond to customer inquiries, resolve issues, and provide detailed information about products and services.

Ensure customer satisfaction by actively listening, achieving first-call resolution through effective problem-solving, and addressing customer needs.

Sales Performance:
Promote and sell telecommunications products and services to meet or exceed designated sales targets.

Identify opportunities for upselling and cross-selling during customer interactions.

Clearly communicate product features and benefits to customers to drive sales.

Technical Assistance - Television Services:
Diagnose and resolve issues related to television services.

Guide customers through step-by-step solutions for technical difficulties.

Provide remote support to ensure optimal functioning of television service features.

Technical Assistance - Internet Services:
Assist customers with the setup and configuration of internet services.

Troubleshoot connectivity issues and address concerns regarding internet performance.

Educate customers on basic maintenance and troubleshooting procedures for internet services.

Technical Assistance - Mobile Devices:
Resolve technical issues with mobile devices, including smartphones and basic phones.

Assist customers with device setup, configuration, and usage guidance.

Troubleshoot mobile network connectivity issues and provide solutions.

Policy Adherence:
Follow sales and customer service policies to ensure consistent and high-quality service.

Utilize available resources and training to accurately respond to customer inquiries while adhering to required protocols.

Continuous Development:
Stay informed about product knowledge, sales strategies, and troubleshooting techniques.

Participate in ongoing training to enhance skills and remain current with industry trends.

Team Collaboration:
Work collaboratively with team members to share best practices and foster a positive work environment.

Provide support and mentorship to colleagues as needed.

Your performance will be evaluated based on various metrics, with a primary focus on resolving issues effectively on the first contact.

Delivering exceptional customer service on every interaction, while also enhancing account value through service recommendations, is essential to achieving revenue goals.

These responsibilities are not exhaustive, and additional tasks may be assigned.

Qualifications:
To succeed in this role, candidates must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.


The following requirements represent the minimum knowledge, skills, and abilities necessary to qualify for this position.


Education and Experience:
Minimum high school diploma or equivalent.

12 months of experience in customer service.

12 months of experience in sales.

Completion of a one-year technical certificate or equivalent experience and/or training.

Language Proficiency:
Ability to read and interpret documents such as safety guidelines, operating instructions, and procedural manuals. Ability to write routine reports and correspondence. Ability to effectively present technical information clearly and concisely.

Mathematical Skills:

Ability to perform basic arithmetic operations using whole numbers, fractions, and decimals.

Ability to calculate rates, ratios, and percentages.

Reasoning Skills:
Ability to apply common sense to follow instructions provided in written, oral, or diagram form. Ability to address problems involving multiple concrete variables in standardized situations. Ability to identify root causes according to established guidelines and match solutions to identified issues.

Computer Skills:
Ability to listen and respond while entering data into an automated system. Ability to learn client-specific software and hardware thoroughly (Windows or Mac environment). Capable of typing accurately at a minimum speed of 25 words per minute.

General technology knowledge, including the ability to describe operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), peripherals, and email applications.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit and communicate effectively. The employee may occasionally be required to use hands for typing or handling equipment. Specific vision abilities required by this job include close vision.

Job Location:
In-Office

Employees are expected to maintain regular and acceptable attendance levels as determined by the company. The employee must be available and willing to work on-site full-time.

Schedule Availability:

Candidates must be available to work as determined necessary to meet business needs (Sunday-Saturday/6:00am-6:00pm Central Time/8-hour shifts).

Weekend availability is required. Candidates must reside within a reasonable commuting distance from the office.

Background Check:
Candidates must successfully pass a Federal Background Check.

Compensation:
$14.50 per hour.

Employment Type:
Full-time

Expected hours: 40.00 per week

Benefits:
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

Vision insurance

Enterprise Call Center is an Equal Opportunity Employer.


Enterprise Call Center is committed to providing equal employment opportunities and complies with all applicable laws regarding nondiscrimination and equal opportunity.

We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

This commitment extends to all aspects of employment, including recruitment, hiring, promotion, transfer, training, compensation, benefits, termination, and all other terms and conditions of employment.

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