Customer Service Representative (Call Center)

WORLDNET TELECOMMUNICATIONS LLC• Guaynabo, PR, US, PR

1d•Onsite

About The Position

This role involves handling various call types, including order status, billing inquiries, and repair status. The representative will create and maintain service documentation, provide orientation for new services or rate plans, and make outgoing calls to confirm completed service and repair orders. A key aspect of the role is to promote and develop the company's vision within the team.

Requirements

Associate's Degree and two years of call center/customer service experience and/or training, or an equivalent combination of education and experience.
Ability to sit, stand, and bend.
Normal range of hearing and vision.

Responsibilities

Handle all external and internal customer issues related to service via telephone calls, email, or fax, analyzing them using operations systems and responding within 30 to 60 seconds.
Maintain an average call monitoring percentage of no less than 85%.
Refer situations to the appropriate area/department using the provided operations systems.
Manage all customer calls in excellence, following the company's vision.
Handle assigned duties and follow ongoing processes according to established rules and procedures in the Operations Department.
Assist customers with billing, collections requests, service orientation, and order status.
Handle customer calls for repairs, including POTS and SF services, and perform basic troubleshooting for POTS services.
Make outgoing calls to confirm service for completed repairs and service orders, provide status updates, and conduct testing.
Report and escalate any unusual situations with the service to the Specialist, Supervisor, or Manager.
Update all operations systems and related departments daily with corresponding information and actions taken in a clear and concise manner.
Process investigations or special projects required by the Supervisor within the indicated timeframe.
Keep the Call Center Area well-attended and support team tasks when another representative is out of the office.
Assist in training and orientation of new employees.
Support and inform other areas/departments regarding service issues.
Perform all other duties as required.