We are seeking passionate and customer-focused individuals to join our team. In this role you will provide EXCEPTIONAL customer support to home internet customers across the United States. You will serve as the first point of contact, assisting customers with inquiries, troubleshooting
connectivity issues, and ensuring an outstanding experience with our services.
SPECIFICATIONS AND QUALIFICATIONS:
- At least six months worth of BPO experience in customer service
- Experience / inclination towards up-selling and cross-selling
- Able and willing to work on-site
- Flexibility to work shifts, evenings, weekends, and holidays as needed
- Experience using a personal computer and Microsoft Office products
- Able to work under pressure while delivering results in accordance with the project requirements .
- ROLES AND RESPONSIBILITIES:
- Customer Interaction: Respond promptly and professionally to inbounds calls from customers regarding their home internet services.
- Issue Resolution: Diagnose and resolve basic connectivity issues, equipment concerns, and service disruptions using provided resources and tools resolutions for common internet issues such as WiFi setup, modem/router troubleshooting, and account configurations and product information teams, when necessary, while maintaining ownership of the customer’s experience., including features and self-service tools changes in the CRM system.
- Technical Troubleshooting: Walk customer through basic step-by-step technical
- Account Management: Assist with billing inquiries, service plan changes, account updates.
- Escalation Management: Identify and escalate complex issues to higher-level support
- Customer Education: Proactively educate customers on optimizing their home internet
- Record Keeping: Accurately document interactions, technical resolutions, and account
- Add Value: Identify opportunities to enhance the customer’s overall relation with the
- company by adding new products, services or upgrades to the existing portfolio leveragingup-selling / cross-selling techniques.REQUIREMENTS:
- Education: High school diploma or equivalent
- Experience:
o Minimum six months of experience in customer service (BPO / call center preferred)
o Familiarity with home internet services, WiFi troubleshooting, or related technical support is a plus
- Skills:
- Strong verbal and written communication skills in English and Spanish
- Excellent problem-solving and multitasking abilitieso Patience and empathy in dealing with customers
- Proficiency in using CRM systems and standard office software
Job Types: Full-time, Commission
Pay: $16,000.00 - $18,000.00 per month
Work Location: In person
