Customer Service Representative I

Aventiv Technologies•Plano, TX

4h•Remote

About The Position

Responsible for providing quality customer service via phone by utilizing exceptional communication skills. Responsible for accurately updating and maintaining the customer accounts in a timely manner, while assisting in general customer inquiries, invoice questions, customer complaints, opening trouble tickets, and taking customer payments. Maintains a high-level quality and CSAT scores while solving problems in an efficient manner.

Requirements

Ability to read and comprehend simple instructions and short correspondence
Ability to write straightforward explanations of trouble tickets submitted
Ability to ask effective questions and present information clearly and concisely
Ability to clearly communicate with customers, both verbally and written
Able to handle sensitive and emotional calls that require empathetic responses
Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer
Ability to communicate and respond to customers while keying information into system
Ability to navigate multiple applications in several environments
Ability to follow a set schedule, including taking timely lunches and breaks
Must have access to high-speed internet for remote connectivity to Securus network when applicable.
High school diploma or GED
At least 3 months of previous call center and/or customer service experience.

Nice To Haves

3 years of customer service experience with at least 2+ years call center environment.

Responsibilities

Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills.
Open trouble tickets for specific customer issues.
Explain product options and related charges clearly and concisely.
Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool.
Take customer payments or offer other payment options for the customer.
Use existing procedures to solve routine or standard problems; receive instruction, guidance and direction from others as needed.
Maintain quality scores and call center metrics.
Promote self-service tools such as IVR and Web.
Inform customers of promotions and new or upgraded products
Quotes rates and encourage customers to utilize prepay options.
Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging.
Assist with questions during the Nesting stages of the training process or as needed.
Access to additional programs/platforms which may include S-Gate
Performs other related duties and responsibilities as required or assigned