Successful candidates will have prior customer care, sales or technical experience in a service environment. Existing agents will be cross-trained or up-trained as appropriate to these positions. This cross-training/up-training will take approximately
6 to 8 additional weeks of training per agent to complete. New hires from outside the company will be provided between 7 and 8 weeks of training for this position.
Successful candidates will have a minimum education of a high school diploma and be comfortable with pc computers; are literate in both verbal and written communications; and can multi-task easily.
These positions require individuals who are able to function in a fast-paced, sometimes stressful environment.
Successful candidates must be open to and able to function in a changing environment and will be flexible with working hours and days (evenings, weekends and holidays).
Minimum of one year of customer service or technical experience in a service environment.
Medium level of supervision required to insure agent is performing effectively in position by meeting stated statistics (average handle time (talk, wrap, hold), monitoring scores, error percentage, compliance to schedule, attendance, save percentage, close
rate, leakage acceptable rate, upsell percentage, etc.) and providing quality customer care as evidenced through quality monitoring scores/customer satisfaction scores.
Individuals in this position are expected to have the skill level to make decisions centered on doing what is right for the customer to insure a quality customer interaction. Agents should take the initiative to determine the best course of action (within
guidelines) for an issue on a customer by customer basis and enact the appropriate steps to correct the customer issue. When in doubt, agents will be trained to seek the assistance of a higher level employee such as a Tier 2 or Supervisor/Manager.
Individuals in this position will be expected to transitional sell customers on ancillary services that complement their current services and/or lifestyle. These sales attempts will primarily be on inbound calls from customer; however, existing customers
may be contacted via outbound calls to be educated on product offerings that would be applicable to them.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.