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Customer Support Response Agent

2 months ago

Irving, Texas, United States SiriusXM Full time

Key Responsibilities:

About Us:

SiriusXM and its associated brands (including Pandora, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are at the forefront of a transformative era in audio entertainment. We strive to provide the most engaging subscription and ad-supported audio experiences for our listeners, whether they are in their vehicles, at home, or on the move with connected devices. Our mission is to redefine the future of audio, ensuring that everyone can seamlessly connect with the voices, stories, and music they cherish, no matter their location.

Our organization is a melting pot of diverse talents, from emerging stars to seasoned legends, all dedicated to sharing authentic and meaningful songs, stories, sounds, and insights through some of the finest programming and technology available. Our award-winning audio entertainment spans music, sports, comedy, news, talk shows, live events, and podcasts. Each employee plays a crucial role in actualizing SiriusXM's vision every single day.

SiriusXM Connected Vehicle:

SiriusXM Connected Vehicle (SiriusXM CV) stands as a premier provider of connected services to automotive manufacturers, boasting one of the most widely adopted connected vehicle platforms in North America for over 25 years. Recognized as the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we deliver safety, security, and convenience services to millions of vehicle owners across leading automotive brands. Our teams are dedicated to pioneering advanced technologies that not only enhance the daily lives of countless drivers but also contribute to their safety and security.

Your Impact:

In this role, you will manage incoming customer inquiries from both landline and in-vehicle systems. These inquiries may pertain to points of interest, vehicle location in case of theft, roadside assistance, remote application support, emergency situations, troubleshooting, or general customer service. You may also assist customers in enrolling in subscription packages, focusing on retention, sign-ups, or modifications to their subscription services.

What You Will Do:

  • Utilize effective communication skills, knowledge retention, and recall to provide speedy and efficient service while demonstrating creative problem-solving abilities, emotional stability, and empathy.
  • Approach customer service and retention with integrity, compassion, and determination.
  • Build rapport with diverse customer types through courtesy, empathy, active listening, education, and tailored solutions.
  • Manage high-tension situations effectively, striving to resolve issues and customer complaints proactively.
  • Leverage multiple systems and tools to stay informed about changes and new information, which is essential for assisting customers accurately.
  • Consistently meet key performance indicators (KPIs) related to call center metrics such as Call Quality, Schedule Adherence, Attendance, and Average Handle Time.
  • Exhibit flexibility and a willingness to take on additional assignments or departmental initiatives as required.
  • Participate in ongoing training to adapt to evolving business needs.

What You Will Need:

  • 1-2 years of customer service experience, preferably in a contact center setting.
  • A high school diploma or GED.
  • Ability to deliver exceptional customer service while meeting quality assurance, average call duration, productivity, and attendance targets.
  • Proactive approach to customer retention through effective service and solutions on every call.
  • Strong interpersonal skills to interact with employees at all levels and customers from various backgrounds.
  • Capability to work independently as well as collaboratively within a team environment.
  • Professional demeanor over the phone, demonstrating excellent phone etiquette.
  • Fluency in English with strong written and verbal communication skills; bilingual abilities are a plus.
  • Attention to detail, time management, and decision-making skills.
  • Commitment to internal client and customer service principles.
  • Aptitude for multitasking in a fast-paced environment while meeting expectations.
  • Flexibility to work a schedule that meets business needs.
  • Legal authorization to work in the U.S.
  • Technical proficiency to navigate multiple systems simultaneously.
  • A dedicated home workspace that is free from distractions, equipped with reliable internet service for consistent connectivity.
  • Proficient in MS-Office Suite (Word, Excel, PowerPoint, Access, SharePoint).
  • Strong computer skills with a minimum typing speed of 30 words per minute, with the ability to talk and type simultaneously being essential for meeting production goals.
  • Solid mathematical skills.

At SiriusXM, we are committed to fostering a work environment that promotes mutual respect, professionalism, and collaboration. SiriusXM is an equal opportunity employer and does not discriminate based on race, creed, color, religion, national origin, ancestry, alienage, citizenship status, age, disability, sex, gender identity, marital status, familial status, veteran status, sexual orientation, or any other characteristic protected by applicable laws.

The requirements and responsibilities outlined above may be modified or waived by the Company at its discretion without prior notice.