As Customer Service Associate it is your responsibility to maintain a positive and professional attitude toward customers at all times. Respond promptly to customer inquiries, communicate with customers through various channels and acknowledge and resolve customer complaints. Handles account management for wireline and ADI services focused on handling the office of the president escalations. 

RESPONSIBILITIES

Handle a significant number of inbound transactions, providing phone, SMS, email- based/chat support. Document customer transactions according to company procedures in a web-based CRM application. Identify and resolve customer’s needs. Perform outbound calling as needed. Forward and escalate concerns to supervisor. Track own performance KPIs through Employee portal. Assists on call drivers such as:

-renewals

-cancellations

-new connect 

-migrations

-1-2 years of call center experience handling Customer Service. 

-Listening and rapid comprehension skills; strong English written and verbal communication abilities. 

-High school Diploma

-Proficient Computer skills

-Experience in CRM preferred

-Team player who thrives within a dynamic, fast-growing company

-Knowledge of the US Telco industry

-Strong wireline background (POTS, PABX, Centrex)

-Strong CS background

-Strong Sales Background

-Strong multi-tasking skills