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Customer Care Representative

Akron, OH

GENERAL DESCRIPTION:  This is a non-quota baring, front line customer service position that answers and resolves incoming customer inquiries and serves as the principal link between the company and its customers to ensure satisfaction and retention. Representatives must have an understanding and be knowledgeable about First Communication’s telecommunication’s products and services and when appropriate, make recommendations for additional products or services. Care Representatives’ (CR’s) are responsible for asking questions to uncover possible solutions and the potential need for additional customer requirements explaining advanced procedures and policies to customers (internal and external) while offering full resolution to a high volume of incoming calls and delegations. This position requires highly effective listening and investigation skills with the ability to manage multiple tasks while rendering timely and efficient customer service.

ESSENTIAL DUTIES:

  • Answering inbound calls from customers (Residential & Business) and internal personnel using multiple systems’ information and other reference materials.
  • Processing service change requests.
  • First line of customer escalations. Ability to deescalate customer frustration.
  • By being a Subject Matter Expert (SME), will assist customers with billing statements, call detail information, and on line billing & admin support.
  • Investigating billing errors and account credit requests. Making decisions utilizing investigation analysis & preparing supporting documentation.
  • Complete special projects as assigned.
  • During high volume or staffing limitations, may participate in repair activity on the customer’s behalf internally and with third parties.
  • Use ticketing system to create and process tickets including follow up with customer to obtain resolution.
  • Obtain and maintain product knowledge at expert level.
  • Support delegated customer requests.
  • Consistently display advanced troubleshooting and follow up skills.
  • Participate in providing training of new employees and peers.
  • Consistently display professionalism and integrity.
  • Continually exceed Call Center and KPI goals set for the team and department.
  • All other duties as assigned.

MINIMUM REQUIREMENTS:

  • 3 Years customer service or customer service experience required.
  • 3 Years telecommunications experience preferred.
  • Understanding of telecommunications and/or data/internet experience preferred.
  • Required to support overtime and flexible schedule due to business needs.
  • Must display excellent communication skills and professionalism.
  • Ability to sit for extended periods of time in a classroom type environment.
  • Proficient use of the English language both written and oral.
  • Accomplished in use of Microsoft Office Suite-Word, Excel, Outlook
  • Must possess the skill to follow through on tasks and take ownership of them.
  • Ability to multi-task in a dynamic business environment.
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