Telecommunications Service Representative

1 week ago

Dallas, Texas, United States Enterprise Call Center Full time

Job Overview:


As a Call Center Agent at Enterprise Call Center, you will be instrumental in providing outstanding customer support, resolving technical issues associated with various telecommunication devices, and engaging in sales initiatives.

Your key duties will encompass addressing customer inquiries and concerns with professionalism and efficiency, delivering technical assistance to troubleshoot device-related challenges, and identifying sales opportunities based on customer needs.

This position demands exceptional communication skills, a customer-focused mindset, and the ability to contribute effectively to both service and sales functions within a fast-paced call center environment. Successful candidates will demonstrate the ability to build strong relationships with customers, achieve sales objectives, and ensure high levels 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.

Effectively communicate product features and advantages 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 challenges.

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 instructions.

Troubleshoot mobile network connectivity issues and provide solutions.

Compliance with Policies:
Adhere to sales and customer service policies to ensure consistent and high-quality service.

Utilize training and knowledge resources to accurately respond to customer inquiries while following required protocols.

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

Participate in continuous training sessions to enhance skills and stay current with industry developments.

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

Provide support and guidance to colleagues as needed.

Your performance will be evaluated based on various metrics, with a primary focus on resolving issues effectively to minimize the need for follow-up calls.

Delivering exceptional customer service on every interaction, while also enhancing account value through recommendations for service upgrades or additional offerings that contribute to revenue goals.

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

Qualifications:
To succeed in this role, an individual 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 qualifications listed below represent the minimum knowledge, skills, and abilities required 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 rules, operating instructions, and procedure 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, including addition, subtraction, multiplication, and division using whole numbers, fractions, and decimals.

Ability to compute rates, ratios, and percentages.

Reasoning Skills:
Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form. Ability to address problems involving several 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 inputting data into an automated system. Ability to learn client-specific software and hardware thoroughly (Windows or Mac environment). Able to accurately type at least 25 words per minute.

General technology knowledge, including the ability to describe in general terms:
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 to manipulate, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision.

Work Environment:
In-Office

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

Schedule Requirements:

The candidate must be available to work as determined by the company to meet its business needs (Sunday-Saturday/6:00am-6:00pm Central Time/8-hour shifts).

Weekend availability is required. The candidate's residence must be within a reasonable commuting distance from the office.

Background Check:
A Federal Background Check is required.

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 equal employment opportunities and complies with all applicable laws regarding nondiscrimination and equal opportunity, including regulations enforced by the Equal Employment Opportunity Commission (EEOC).

We do not discriminate against any employee or applicant for employment based on 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.

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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