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Customer Service Representative

Company: Connect America
Location: Framingham
Posted on: June 24, 2022

Job Description:

Job Description Customer Service Representative - hybrid or remote schedules available!Job Summary Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Performs, as a skilled worker, several Customer Service support tasks. Determines, based upon professional knowledge, How best to approach the task and how to solve abnormalities. Analyses abnormalities that occur within own working area and reasons, based upon professional knowledge and insights, where the cause lies and remedies it. Completes work with a limited degree of supervision. Job Posting Description In this Customer Service Representative role, you have the opportunity to: Provide support to subscribers, family members and caregivers regarding general information inquiries, billing questions, subscription updates and warranty/product service questions, via phone, chat, electronic mail and/or internet. You will also perform remote troubleshooting and problem resolution for a wide variety of Aging and Caregiving products and services ensuring service requests reach the correct area of support in the shortest possible time. You are responsible for:

  • Offering front-line support for subscribers, family members and caregivers, including answering all Home Monitoring inquiries and responding within designated time frame.
  • Handle unsatisfied subscribers in a professional manner. Understand the areas of empowerment and when to escalate through proper channels.
  • Provide support to subscribers regarding general information and inquiries via phone, internet/chat, and electronic mail.
  • Provide technical assistance and remote troubleshooting to customers via phone, internet/chat and electronic mail by active listening and effective probing to identify the issue and resolve effectively through first contact resolution.
  • Process product, part and accessory orders.
  • Use tools and resources effectively to provide quick, accurate and consistent service to customers.
  • Determine when a subscriber, who is dissatisfied, should be escalated; and forward to the appropriate department, second-level support, or Team Lead as required.
  • Respond to phone, e-mail, fax inquiries, chat requests, compliments and complaints from customers and internal departments by taking ownership of the problem until fully resolved to customer's satisfaction.
  • Demonstrate the ability to provide complete, concise, and understandable explanations to customer inquiries.
  • Demonstrate a cooperative and professional work attitude while adhering to department based metric requirements, such as, schedule adherence, calls per hour, average handle time, after call work and call quality. To succeed in this role, you should have the following skills and experience
    • High School diploma or GED required, college degree or courses a plus
    • Fluent English language required additional languages a plus
    • 3 plus years of customer service experience preferably on the phone experience
    • Basic Microsoft Windows skills.
    • Strong work ethic with proven dependability.
    • Fast pace work environment
    • Ability to quickly learn new applications and processes.
    • Strong verbal and written communication skills with the ability to communicate effectively by telephone, email, or internet.
    • Solid computer/internet/keyboarding skills. Ability to accurately type information
    • Strong analytical and problem-solving skills, including active listening skills and the ability to gather information in a fast-paced environment.
    • Demonstrated passionate customer focus with desire to delight the subscriber.
    • Flexibility to work additional hours as needed.
    • Bi-lingual Spanish language skills desirable Available schedules:Monday-Friday, 12pm-8:30pm Monday, Tuesday, Wednesday, Friday 11:30am-8:30pm & Saturday 10am-4:30pmMonday, Tuesday, Thursday, Friday 10:30am-7:30pm & Saturday 10am-4:30pmMonday-Thursday, 10am-8:30pm Tuesday-Friday, 11am-8pm & Saturday 10am-4:30pm


Keywords: Connect America, Framingham , Customer Service Representative, Sales , Framingham, Massachusetts

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