Sep 20, 2019
RCN The Customer Care Advocate position will encompass the skills of a billing; voice/video/high speed data/dial-up technical; retention; and inbound telesales agent. The skill sets of these positions will be combined to reduce customer transfers, increase overall customer satisfaction and improve budgetary performance by reducing the number of agents required to answer inbound customer calls. Agents will be expected to handle customer issues regarding pricing and billing in addition to technical issues with our voice/cable/modem and dial-up products. Agents will be expected to transitional sell on each applicable customer call they receive and will be held to upsell/save goals in addition to call center metrics. PRINCIPAL DUTIES AND RESPONSIBILITIES: Answer inbound customer calls regarding new sales; add-on services; removal of services; billing issues; technical issues; requests to cancel service; retain existing customers; and upsell services to customers as appropriate. Complete projects as requested by Management Team Outbound calls to determine why installations were cancelled, why deposit was not paid, escalations from an install order, contact other departments to rectify a customer’s issue Requirements Successful candidates will have prior customer care, sales or technical experience in a service environment. New hires from outside the company will be provided up to 10 weeks of training for this position. Successful candidates will have a minimum education of a high school diploma and be comfortable with omputers; 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). RELEVANT EXPERIENCE: Minimum of one year of customer service or technical experience in a service environment. SPECIFIC KNOWLEDGE: 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. To apply interested candidates should send an email to email@example.com 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. Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Professional Diversity Network Wilkes-Barre, PA, USA Full-Time