Job Description

POSITION OVERVIEW: This position is responsible for taking calls from the customers and responding to their questions, inquiries and concerns about their specific communications products/services. Ensures customers receive efficient and courteous service and could potentially be able to recommend various products/services to meet the customer’s needs.

Job Duties and Expectations:

•Responds to customer inquiries regarding service, billing, equipment, features, activations, and/or changes to account information taken via telephone, mailings, fax, or e-mail.
•Utilizes computer/on-line guidelines in responding to customer inquiries.
•Informs customers about services available and assesses customer needs.
•Handles customer problems related to product function or the replacement of defective parts.
•Completes, processes, and maintains applicable paperwork and records.
•Gathers information, researches/resolves inquiries and logs customer calls.
•Strives to resolve customer issues on the first call without having to transfer callers.
•Follows escalation procedures as needed.