Call Center Representative

Edward Rose & Sons•Portage, MI

6d•Onsite

About The Position

The Call Center Representative is responsible for managing large amounts of inbound and outbound customer calls and emails regarding their broadband services in a timely manner. This correspondence will assist with identifying customer needs, providing information on repairs, researching issues, and providing solutions or alternatives as needed related to Dish Network and Internet services while interfacing with the Bloom Operating Software System (BOSS). Edward Rose & Sons is committed to career development for our team. We offer training and development through on the job, technical, sales, and leadership tracks and provide solid growth potential in all areas of our business.

Requirements

High School Diploma or equivalent required.
Professionalism and a demonstrated commitment to providing excellent customer service.
Strong written and verbal communication skills.
Must be proficient with Microsoft Office programs.
Ability to be organized, detail-oriented, and to work effectively in a fast-paced environment.
Ability to work cooperatively and respectfully with others.
Must possess exceptional organizational and time-management skills, including the ability to balance and prioritize simultaneous projects and tasks.
Must present the ability to execute job duties under stressful circumstances such as last-minute deadlines or other difficult situations.
Must have a valid driver’s license and reliable transportation.

Nice To Haves

Previous experience in a Call Center environment is preferred.
Familiarity with Dish Network is preferred.
Basic home networking skills and experience with associated software and hardware is preferred.

Responsibilities

Answer incoming calls and respond to customer inquiries in a timely and professional manner, providing product and service information as needed.
Identify customer needs, resolve issues, and escalate complex issues as needed.
Research issues and provide solutions or alternatives related to Dish Network, Internet services and the BOSS System.
Document customer interactions, update customer records in the system, and notate accounts on all resident calls.
Contribute to individual and team performance metrics, participate in training and development sessions, and continue to improve performance and knowledge of products and services.
Provide residents with information regarding Dish Network services, including installation, rates, programming, fees, and billing.
Monitor BOSS dashboard, following up on open work orders, and assisting the community with navigating BOSS.
Interface with Dish Network's sales force to activate and deactivate receivers, open and terminate or disconnect accounts.
Troubleshoot existing Dish and Internet customers, initiating work orders if unable to resolve.