Client Care Representative

Access One•Chicago, IL

1d•$20 - $23

About The Position

Access One is a business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. Founded in 1993, Access One strives to provide businesses with seamless technology services that scale and evolve in tandem with their business. Our custom-tailored solutions can be delivered modularly or as a complete, end-to-end service, providing an unrivaled level of accountability for our clients’ communications, managed IT and cloud-based services. Access One’s services give businesses back their time and increase their productivity. Our clients’ success is our success.

Requirements

Customer Service, Call Center, and/or Telecom experience is highly desirable
Ability to manage difficult or emotional customer situations, respond promptly to customer needs and solicit customer feedback to improve service
Ability to learn quickly and adapt to changing environments
Excellent communication skills are required. Reps must be able to write and speak clearly and informatively. Must be able to listen and get clarification when needed, and respond well to questions
A commitment to teamwork is necessary, as is the ability to balance team and individual responsibilities. Contribute to building a positive team, build morale and commitment to goals and objectives
Ability to prioritize, use time efficiently and manage competing demands while still meeting deadlines
Demonstrate accuracy, thoroughness and attention to detail. Look for ways to improve and promote quality
Proficiency in the Microsoft Suite
Scheduling flexibility to cover shifts while peers are utilizing PTO

Nice To Haves

Bachelor's degree preferred

Responsibilities

Answer telephone inquiries, online chats and emails from customers in a timely and professional manner
Provide quality service to Access One customers by responding to customer needs and inquiries, and initiating the resolution of problems in specific areas. May partner with other department staff to resolve issues
Perform data entry into the appropriate systems to document customer complaints and steps taken to address issues
Correspond with customers and other company departments to obtain facts regarding customer inquiries/complaints
Help to create customer loyalty by providing courteous, efficient, and effective service to all Access One customers and continuously look for opportunities to improve our overall customer service
Tier I troubleshooting for VOIP services
Conduct VOIP changes in Metaswitch (Network Switch)
Provide trouble ticket status upon request of the customer
Ensure follow-up with customers on all requests and concerns