Retail Customer Service/Tech Support, is it time to take that next big career step? Let Vaco serve as your advocate in presenting you to our top clients who are looking for Retail Customer Service/Tech Support. Our recruiting staff gives you an advantage over your competition by promoting your strengths and assets directly to hiring managers while helping you to be more prepared for your interviews.
From keeping you up to date on market trends and industry expectations, to providing you with valuable insight into the company's culture, compensation expectations and growth opportunities of specific clients, Vaco will give you the edge you need in today's highly competitive job marketplace. If you have a background in tech support and are looking to move your career forward, let Vaco open the door for you. Apply today!
Position Summary:
Demonstrate consistent proficiency in call center and face to face communication skills including resolving customer questions, complaints and billing inquiries with utmost courtesy and professionalism. Conduct each call with the objective of retaining customer's business including offering additional alternative solutions where appropriate. Obtain a thorough knowledge of the company's practices, operations, service offerings, and promotions. This position may require weekend and after-hours availability.
Job Description:
- Greet customers in a quick and friendly manner
- Answer customer requests by telephone or in person regarding service offerings, equipment and billing, accept and process payments. Follow up with proper internal/external documentation.
- Provide Tier 1 technical support to include basic service troubleshooting up to and including rebooting equipment.
- Improve customer retention and sales by offering programs and services to the customer.
- Follow through on customer/client requests or inquiries concerning services, products, billing, equipment, claims and work with other departments to resolve reported problems.
- Continually maintain working knowledge of all company products, services and promotions.
- Utilize billing system to initiate and complete service orders and handle customer requests.
- Maintain customer accounts and billing information accuracy with no errors.
- Maintain work with little or no supervision after sufficient training.
- Answer customer calls in a pleasant and professional manner.
- Be prompt and in attendance on each day scheduled for work.
- Respond to customer requests for information regarding billing accounts and issue credits where necessary. Utilize appropriate judgment in determining if billing adjustment ensures customer satisfaction.
- Respond to internal and external customer inquiries and requests in a timely manner.
- Initiate outbound calls to current customers to ensure customer satisfaction and sell new services.
- Maintain confidentiality of customer information.
- Maintain proper documentation in customer files and computerized records.
- Provide support to Customer Operation Admin as needed
- Practice organization and time management skills including prioritizing work and requesting additional work when appropriate.
- May be required to attain sales quota.
- Ensure workstation is maintained in a clean and professional matter.
- Must be flexible to changes in the business.
- Additional duties as assigned
Job Qualifications:
- Minimum four years previous customer service experience including promotional offerings, products, and billing.
- Minimum one year previous customer service and data entry experience with a cable, internet, and telephone provider
- High school diploma or equivalent
- At least 18 years of age
- Knowledge of how to use a phone in an ACD environment
- Knowledge of the telephone, internet and cable industry and how it operates
- Typing and grammar proficiency
- Working knowledge of Windows operating system and experience with word processing and spreadsheet software
- Function as a team player in peer relationships
- Must have a clean driving record and valid driver's license
- Must be able to pass criminal background and drug testing
- Flexibility to work mandatory overtime in order to meet business needs.
