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Customer Service Representative

2 months ago

Morrow, Georgia, United States VXI Global Solutions Full time
About the Role

VXI Global Solutions is seeking highly motivated and qualified Customer Relations Representatives to work full-time in our world-class contact center.

As a Customer Relations Representative, you will be responsible for providing exceptional customer service and support to our clients' subscribers. Your primary objective will be to address inquiries, troubleshoot technical issues, and ensure customer satisfaction.

Key Responsibilities
  • Customer Support: Respond to incoming calls, emails, or chat inquiries from subscribers, addressing their questions, concerns, and technical issues in a timely and professional manner.
  • Troubleshooting: Diagnose and resolve technical problems related to subscriber devices, services, and applications. Offer step-by-step guidance to customers to ensure effective resolution of their issues.
  • Account Management: Assist customers with account-related tasks such as activating new lines, updating account information, processing billing inquiries, and providing information on available plans and services.
  • Product Knowledge: Maintain a comprehensive understanding of our client's offerings, including devices, network capabilities, and features. Stay up to date with new products, services, and promotions to provide accurate and relevant information to customers.
  • Escalation and Collaboration: Escalate complex issues to higher-level support or relevant departments while ensuring proper documentation of customer interactions.
  • Quality Assurance: Adhere to established call center guidelines, quality standards, and service-level agreements (SLAs) to deliver excellent customer service. Strive to achieve individual and team performance metrics and KPIs.
  • Documentation and Reporting: Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using designated software systems.
Operating Hours and Availability

The contact center operates 24/7, and you must be available to work anytime during center operating hours, including weekends and holidays.

Training and Development

You will receive comprehensive training, including 4 weeks of in-class paid training and 2 weeks of on-the-phone paid training. You must be available to attend 100% of your training, with no time off allowed.

Requirements
  • Education: High school diploma or equivalent; further education or relevant certifications are a plus.
  • Experience: Prior experience in a customer service or call center environment is preferred.
  • Skills: Strong communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner. Excellent problem-solving skills and the ability to remain calm and composed when handling challenging customer situations.
  • Technical Skills: Familiarity with mobile devices, smartphones, and wireless networks is desirable. Proficiency in using computer systems and software applications for data entry, documentation, and research.
  • Availability: Flexibility to work in shifts, including evenings, weekends, and holidays as required.
What We Offer
  • Compensation: $18.00 per hour, with shift differentials available.
  • Benefits: Daily pay, full health insurance (medical, dental, and vision), and a fun work environment.
  • Advancement Opportunities: Abundant opportunities for career growth and development.
  • Equal Opportunity Employer: Disability and veteran-friendly employer.
  • Cell Phone Benefits: $25/month per line for unlimited phone, text, and data.
  • Referral Program: Referral for Life Program, with a residual bonus every pay period.