Customer Care Operator (Call Center)
About The Position
Position Summary: Handle and bring to resolution, inquiries from customers regarding service, billing, dispatch or any facet of account. Coordinate incoming calls. Job Duties: Manage incoming phone calls and address customer needs as required. Complete follow-up work in a timely manner Sort and distribute department mail and email to the team Handle customer complaints and ensure resolution Log customer comments in system Respond to customer email inquiries, chat and branch personnel Review billing statements, and answer questions regarding invoices. Make account adjustments, process refunds, credit card payments and speed pay payments Evaluate customers' requests to cancel service and take appropriate action to retain the account. If not able to retain the customer, process the cancel Schedule removal of Bay retained equipment upon account cancellation Route calls to appropriate personnel Scan and file all written communication between department and customer All other miscellaneous responsibilities and other duties as assigned.
Requirements
- 1-2 years heavy telephone answering skills required.
- 1-2 years central station/call center experience preferred. Viewing and evaluating customer logs, scheduling service calls.
- High School diploma or equivalent required; 1-2 years post high school education preferred
- Excellent communication skills required.
- Good computer data entry and retrieval skills required.
- Excellent follow through and problem-solving skills required.
- Intermediate word processing and basic spreadsheet competence required.
- Final applicant will need to have the ability to pass a pre-employment screening process.
Nice To Haves
- 1-2 years central station/call center experience preferred. Viewing and evaluating customer logs, scheduling service calls.
- High School diploma or equivalent required; 1-2 years post high school education preferred
Responsibilities
- Manage incoming phone calls and address customer needs as required.
- Complete follow-up work in a timely manner
- Sort and distribute department mail and email to the team
- Handle customer complaints and ensure resolution
- Log customer comments in system
- Respond to customer email inquiries, chat and branch personnel
- Review billing statements, and answer questions regarding invoices.
- Make account adjustments, process refunds, credit card payments and speed pay payments
- Evaluate customers' requests to cancel service and take appropriate action to retain the account.
- If not able to retain the customer, process the cancel
- Schedule removal of Bay retained equipment upon account cancellation
- Route calls to appropriate personnel
- Scan and file all written communication between department and customer
- All other miscellaneous responsibilities and other duties as assigned.
Benefits
- medical, dental, vision, life insurance, and 401(k) with company match.
- Guaranteed 40-Hour Workweek with Overtime Opportunities
- Paid Training and a Clearly Defined Career Path (Level System)
- Alarm System Purchase Plan and Employee Discounts
- Benefits; medical, dental, vision, life insurance, long term disability
- Vacation, Sick Time, Holidays, Bay Alarm Days
- 401(k) with a company match
- Employee Referral Bonus Program
- Flexible Spending Account
- Employee Assistance Program (EAP)
- Education Reimbursement
- Family Scholarship Programs
- Employee Resource Groups
- Community Service Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
