We value the customer’s time and pride ourselves on first call resolution with a professional, educated, and genuine customer concern.
We actively listen, seeking to understand all points of view. We are authentic; communicating the truth respectfully and doing what we say we will do for our customers.
Our contributions towards high levels of excellence and quality are reflected in our ability to work with others exemplifying cooperation and communication.
Customer care is not a technique, it is our mindset.
Reports to (Supervisor/Manager):
Works under the supervision of the Supervisor, Customer Care
Essential Duties and Responsibilities: A. Customer Service
Deliver Excellent Service to internal and external customers.
Seek to understand customers’ needs.
Mutually agree on your customer’s requirements and performance expectations.
Ensure your performance meets and exceeds your customer’s expectations.
Answer customer calls promptly and professionally, each within 30 seconds.
Ensure each call meets or exceeds all Quality Measurements.
Complete all customer related work cases in alignment with Closure Rate and Aggravation goals.
Technical Operation Functions – CUSTOMER CALLS
Log into ACD as scheduled or as needed
Support billing related requests, for all products according to Skills based routing in ACD for all customer bases
Ask direct questions to ensure customer’s true needs are uncovered
Create case for every customer bill dispute and/or request
Maintain an agreed upon method of communication with customer
Maintain agreed upon status times for follow up with the customer
Exceed completion time of billing dispute and/or billing request
Work to resolve case within target closure rates
Escalate service and/or billing issues per established escalation procedures.
Ensure all cases and escalated billing disputes are provided the highest attention to bring expedient resolution
Serve as a source of Feedback to Care Management for individual coaching and team development
Document / record all customer contact information.
File/Scan all customer documentation related to Service Request.
Revise and update customer account information, when applicable.
Account for every call with Wrap Up codes when applicable
Log into ACD to serve as Collections Overflow as needed
Process customer payments according to established internal process
All customer payment information to be kept confidential
Account for every call with Wrap Up code or Remedy Case when applicable
Support Move, Add, Change and Disconnect requests for all products according to Skills
Based routing in ACD for all customer bases
Ask direct questions to ensure customer’s true needs are uncovered
Educate customer of fees and approximate delivery time of products and/or service request.
Process customer request accordingly i.e. create MACD in TPICE or CMS, create Disconnect order in TPICE or CMS, submit Disconnect request via Remedy ticket forward Disconnect notice to Retention via email …etc.
Account for every call with Wrap Up codes when applicable.
Log into ACD to serve as RROC technical support as needed
Ensure accurate input of account profile information.
Technical Operation Functions – Remedy/Dash Ticket Management
Respond to assigned ticket in support of customer base
Manage tickets per guidelines and within targeted intervals
Make outbound calls for customer follow up ticket management
Engage other internal departments as necessary to successfully manage tickets to
Follow up with customer to resolve tickets as per guideline(s)
Respond to written inquiries as assigned in support of the customer base
Manage CMS MACD orders including Renewals per guidelines and within targeted intervals
Make outbound calls for customer follow-up and order management
Engage other internal departments as necessary to successfully manage order to completion
Follow up with customer with final confirmation of order completion.
Retention and Renewals
Maintain an awareness of account contract status
Identify and direct all Renewal Opportunities to Renewal Teams according to customer base
Maintain an awareness of TPx Retention Triggers
Direct all potential Retention triggers accordingly
Upsell and Sales Leads
Identify existing customer business needs, proactively seek opportunities to up-sell TPx products to existing customers
Through incoming Sales call, Qualify all Sales Leads according to Business Rules and warm transfer to Hotline or Acct Manager
Adhere to all established company and departmental policies and procedures.
Operate within the guidelines and requirements of the company credit policy
Demonstrate a sense of ownership and urgency in resolving customer service and billing issues.
Code calls accurately when applicable.
Adhere to assigned work schedule.
Conduct a professional business relationship with internal and external TPx customers at all times
Aggressively and proactively provide a high level of customer support to all accounts by interfacing with all TPx Departments and their team members.
Represent TPx with a professional demeanor at all times.
Continually identify ways to improve and streamline the processes related to customer satisfaction.
Desired Minimum Qualifications:
Education and Experience:
High school diploma or equivalent required.
Minimum 6 months experience as a Customer Care Advocate II
Necessary Knowledge, Skills, and Abilities:
Professional telephone etiquette.
Account Receivable / billing experience preferred.
Telecomm experience, preferred.
Data knowledge, preferred.
Familiarity with computer keyboard and ability to type a minimum of 30 accurate words
Proficient in Microsoft …i.e. Word, Excel, Outlook…etc. Ability to multi-task and be flexible with work schedule
Meet or exceed monthly performance standards.
Analytical or creative skills
Ability to solve problems
Ability to work in stressful environment
Ability to stabilize negative situations
Flexible towards change
Tools and Equipment Used:
Computer, database and spreadsheet programs; calculator, telephone, headset, copy, fax and scanning machine
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Text – (Add any other physical demands due to the nature of the position.)
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment can fluctuate .
Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Tagged as: USA
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