@Home Customer Care Rep 2
Customer Care Representatives II
Respond courteously and efficiently to a high volume of customer telephone inquiries about a client's products or services. The CCR promotes and sells/renews our client company's products or services; investigates and resolves complaints; handles problems related to product function or the replacement of defective parts; and/or answers questions regarding billing, service, equipment (hardware or software), features, activations and/or account information changes. A computer system is used to track questions and answers as well as enter or check the status of orders.
Applies some advanced skills to the position or specialization. May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of this position.
1. Takes escalated or expert skill level calls.2. May provide resources to CCR l, such as: training, product specific questions, trouble shooting, billing questions, system problems, performance checks, specific client information/training or supervision in absence of supervisor.3. May temporarily serve as a subject matter expert for new hires or during site launchesOther Duties as assigned- The CCRll will be able to perform additional duties of A-Bay Coach, "Red Hat" (assistant supervisory) duties or meet criteria for development into higher level client support.
Requirements:
· Understanding of telecommunications products and services.
· Fluent in verbal and written English. Skill to type proficiently as determined by the client contract.
· Ability to resolve more complex issues.
· High School diploma or GED required
· Two (2) to five (5) years of customer service experience is required.
